Technical Architect

2 meses atrás

São Paulo, Brasil Zendesk Tempo inteiro

Job Description

This role specifically focuses on our Managed Services team. Our Managed Services team supports customers with subscription services on an ongoing basis, helping them to adopt, expand, optimize, and maintain their use of Zendesk products as their businesses grow and evolve. We function as an extension of their teams, consulting on design and configuration best practices, as well as offering the hands-on support they need to make their vision a reality.

Responsibilities:

As our Technical Architect, you will be enrolled in any duties as understanding, detailing, and implementing all customer requirements according to scope. Actively collaborate with customer SMEs to build the best technical solution for integrating Zendesk into customer workflows and processes. Make questions to dig into the customer’s use case, collect, assemble the business problem we are solving together, and finally craft their Zendesk in order for the customer to be successful.

  • Seek to understand our current & prospective customers’ needs and lead technically oriented customer conversations.

  • Work collaboratively with Consultant, Support and Account Management teams to position, present and validate implementation solutions to our actual & prospective customers.

  • Communicate highly technical concepts to a variety of audiences, including executive-level technical decision-makers.

  • Provide feedback and prototype ideas from the field to influence product development.

  • Design, POC and present technical solutions for customer use cases.

  • Suggest validated workarounds to fill product gaps.

  • Lead highly technical discussions on a broad variety of technologies.

Requirements:

  • Bachelor's Degree (or equivalent experience) and 1-2+ years of experience delivering consulting services and/or programming experience with languages like Ruby, Python, Java, C#, or JavaScript.

  • Excellent analytical skills, including the ability to meet a business requirement with a technical solution.

  • Strong solution scoping abilities, using our existing solution and influencing new product development.

  • Experience with RESTful APIs, and experience developing applications on the backend (servers and databases) as well as the client side (Android, Web, iOS, etc).

  • Experience developing, selling, or supporting SaaS applications.

  • High energy, passion and positivity - you are someone who sincerely enjoys presenting to and interacting with customers.

  • Experience in a broad variety of technical concepts (web development, web sockets, mobile development, backend development, automation…).

  • Strong communication skills.

  • English proficiency is required.

Nice to Have:

  • Experience in global teams.

  • Proficiency in Spanish.

  • Familiarity with a backend programming language (Ruby, Python, C#, etc.).

  • Hands-on experience with Zendesk products, implementations, configuration, Apps Framework, and SSO.

  • Zendesk Administrator Certification.

  • Zendesk App Developer 1 Certification.

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