Remote Premier Support Engineer Job at Zendesk, Remote

MmVjVmVhQWQyRGwxNGhNNmZyUTdBMmgxYmc9PQ==
  • Zendesk
  • Remote

Job Description

We are looking for a support expert who is ready to set the standard for best-in-class customer support. You are the designated support contact for Zendesk’s Premier customers. You are able to understand customer needs, anticipate their challenges, advocate internally for solutions, and communicate effectively to provide the best possible customer experience. You are the focal point of a global team to major customers and a funnel for their input back to Zendesk. You bring technical and support expertise to this elite team, whose focus is servicing customers and solving problems, likes a challenge, and wants to set the standard for customer support.

Responsibilities:

  • You are an integral member of a highly technical team dedicated to delivering technical support and guidance to Zendesk Premier customers.
  • You take ownership of customer issues through resolution, are empathetic, responsive, resourceful, and see the support experience through our customers’ eyes.
  • You provide guidance and best practice advice while answering product and developer oriented questions relating to our APIs, Frameworks, and SDKs.
  • You are an outstanding communicator, both written and verbal — you get your message across simply and build trusted relationships at all levels.
  • You are a master of prioritization. You can juggle customer escalations, product changes, and service issues while managing related communication, technical account management, and risk mitigation.
  • You step in during service incidents to coordinate communications and tasks between our Operations, Development, and Incident Management teams, as well as the customer.

Required Skills:

  • Experienced (2+ years) Zendesk Administrator or has deep product knowledge defined as technical troubleshooting expertise, clear understanding of Zendesk architecture, and the ability to view technical issues at the “macro” level
  • Two to four years experience supporting customers on enterprise software
  • 1 yr Enterprise Architecture / 1 yr Technical Architecture experience
  • Experience designing, implementing, supporting, and troubleshooting complex multi-vendor / multi-platform SaaS solutions
  • 1 yr technical troubleshooting experience with HTML, JSON, JavaScript, and RESTful APIs is expected, but experience with Java, Ruby, Python, or another modern language is a plus
  • Proven ability to develop positive relationships and effectively coordinate with cross-functional teams; develop and communicate creative, diplomatic solutions to problems; manage competing priorities on a daily basis
  • Self-motivated, and possess a strong sense of responsibility and initiative
  • Must be willing to occasionally work outside of business hours or on a weekend rotation as needed; limited travel may be requested

Requested Skills:

  • Formal presentation skills (QBRs, Scorecard read-outs/development. etc.)
  • Innovative thinking – “how can we” attitude
  • Strong tools knowledge around GSuite, Slack, Confluence
  • Secondary language such as Spanish, French, German or Portuguese welcome

The US annualized base salary range for this position is $76,000.00-$114,000.00. This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives.

The intelligent heart of customer experience

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.

Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.

Jobicy job ID: 116789

Job Tags

Remote job, Full time, Weekend work,

Similar Jobs

Sennos

UX/UI Designer Job at Sennos

 ...UX/UI Designer - BrewIQ Platform About Sennos Sennos revolutionizes fermentation management with our AI-powered BrewIQ platform, providing brewers with real-time insights to brew smarter, scale faster, and waste less. The Role Lead intuitive user experiences... 

Beacon Specialized Living Services, Inc.

Direct Support Professional Job at Beacon Specialized Living Services, Inc.

 ...lives of others? Do you have a passion for supporting individuals with intellectual and...  ...support, and opportunities to help you grow professionally. NO experience is required to join...  ...ll train you! What Can I Expect as a Direct Support Professional (DSP)? As a Direct... 

BayCare Health System

Regional Security and Safety Manager Job at BayCare Health System

 ...philosophy that's built on a foundation of trust, dignity, respect, responsibility and clinical excellence.**Title:** Regional Security and Safety Manager**Facility:** St. Joseph's Hospital (including St. Joseph's North, St. Joseph's Women's, St. Joseph's Behavioral Health)... 

Clens Cleaning

House Cleaning Technician Job at Clens Cleaning

$1,000 New Employment Bonus... My name is Pat, owner of Clens Cleaning, and I am looking for Super STAR cleaners What does it...  ...I will show you how the pros do it! No experience required. Positive Work Environment - Negativity & drama are not welcome here.... 

Eagle Rock

Warehouse Picker (PM) Job at Eagle Rock

 ...OpportunityAll this beer has to come from somewhere and delivery to our valued customers starts with the teams that work in our warehouses. Our dedicated warehouse associates are the key to ensuring that our products make it onto our trucks and out for delivery. They...