Global Engagement Technical Architect

Our Global Engagement team implements, consults, and instruct our wide array of outstanding customers as they map any number of business needs to Zendesk. We are entrusted with the relationships, strategy, and product health of thousands of innovative companies using Zendesk platform, and it is our job to encourage and work with partnership with them as they transform their businesses using our products.

This position is ideal for someone who loves work listening to our customer’s, understanding functional and technical requirements and mapping them into business minded goals wrapped around Zendesk functionality Our future Global Engagement Technical Architect will enrolled to provide recommendations based on your prior technical & customer solution experience, and will be ultimately responsible for definition, documentation, and execution of the appropriate technical resolution.

**Responsibilities**:
Understand, document, and implement customer requirements according to scope. Ask questions and dig into the customer’s use-case, collect the business problem we are solving together, and finally craft their Zendesk solution in order for the customer to be successful.
- Implement design & configuration sessions with customers (onsite or remote).
- Produce Technical Design Documents (“TDD”) and Zendesk Custom App Specification Documents in accordance with customer needs.
- Per TDD, perform functional testing and work closely with Zendesk developers on defect the best resolution.
- Support the Consulting team with the functional design & configuration of Zendesk tools.
- Manage virtual technical trainings and knowledge transfer sessions to our customers.
- Engage with many different customers simultaneously to support the Managed Services accounts.
- Maintain technical product expertise across the entire Zendesk product line.
- Respond to high-profile and high-impact customer issues in a confident manner.
- Collect technical needs to provide level of effort estimates for our clients.

**Requirements**:

- 3 years+ System and/or Solution Architecture experience.
- Experience with various architectures (Web, Enterprise, SaaS) and methodologies.
- Excellence skills in REST and JSON API's implementation and integration approaches.
- Good understanding of customer support processes and infrastructure.
- Excellent instincts and ability to interface at a senior level with ease.
- Good communication, interpersonal abilities, and outstanding writing skills.
- Passionate about customer service and how it can transform businesses.
- Superb interpersonal skills and an ability to multitask without getting frazzled.
- Ability to deliver support onsite & remotely to customers.
- Bachelor's degree or equivalent experience.
- Willing and able to travel domestically/internationally (40%).
- Proficiency in English is required.

**Nice to Have**:

- Knowledge with a backend programming language (Ruby, Python, C#, etc).
- Experience understanding a frontend programming language/framework (Javascript, React, Vue, JQuery, etc).
- Authority on Zendesk configuration and implementation approaches.
- Excellence on Zendesk App Framework and related SSO capabilities.
- Zendesk Administrator Certification.
- Zendesk App Developer I Certification.
- Proficiency in Spanish.

**About Zendesk - Champions of Customer Service**

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Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to develop global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. And your base is in the United States and would like more information about your EEO rights under the law, please click here.

**U.S. Applicants Only**: Consistent with Zendesk’s emphasis on employee wellness and our shared curiosity about public health, Zendesk requires all U.S. employees to provide proof of full vaccination against COVID-19. Zendesk will consider accommodations for reasons recognized by applicable law. Zendesk prohibits discrimination and will not tolerate discrimination based on a person’s disability, physical or mental conditions, religion, or any other status protected by law.

**About Zendesk - Champions of Customer Service**

We believe in service. Learn more about how we provide support to our local communities with volunteering, grants and product donations.

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seek