Technical Support Engineer

Job Description

When our customers have questions about any of our products, they turn to our internal team of Customer Advocates who are wizards at helping them figure out what they need to improve their support operations, fast! And we are always on the lookout for new talent!

So if you are :

A technical support evangelist who is driven to troubleshoot and navigate through multiple product environments

A curious and ambitious learner who can deep-dive into existing or new products to learn them inside-out

… then we think you’d be a great match! The best-in-class support you will provide through many different channels of communication, both internally and externally is the blueprint for how we do Zendesk, on Zendesk ! You’ll quite literally be advocating for our products through the daily work you do, and be part of a unique culture that is contributing to a period of exciting and rapid company growth.

What you will do :

Be the first responders for all queries from customers related to Zendesk’s multi-product platform.

Own the customer experience. You will take the lead to help customers figure out what they need, and guide them through to resolution with the least customer effort possible

Collaborate with colleagues at all levels throughout the entire organization to find the answers you need - Swarming experience is a definite advantage

Educate and empower our customers to become better Zendesk users

Be Zendesk's ambassador for all internal departments and help them be successful in their roles

Drive product change and improvement through continuous feedback and exposure to projects that help make Zendesk the leading support platform

​ Who you are :

A people person who is comfortable building relationships with a diverse and global customer base, across a variety of communication channels

You can work independently and prioritize your individual workload, whilst recognizing when to collaborate and engage with others as the need determines

You are naturally empathetic, yet confident to take charge and control the customer journey to resolve issues effectively and efficiently

You are inspiring and great at helping the team members around you

Naturally analytical, with the ability to zoom in or out of a problem and explain complex technical issues in beautifully simple terms

A confident communicator who is passionate about elevating the experience for customers and colleagues alike

You enjoy working in a fun, friendly culture that focuses on relationships and knows how to celebrate success!

Technical skills and Experience required :

Working experience with the following technologies / tools : JavaScript, APIs, integrations, Help Centre / knowledge bases, web widgets, SDKs, analytics and logs searches.

The ability to work with conflicting priorities by taking initiative and prioritisings accordingly.

An understanding of the Enterprise and SMB landscape, be consultative and be able to optimise the customer experience for these two segments accordingly