Senior Technical Architect

Our Professional Services team implements, consults, and advises our wide array of 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, and it is our job to inspire and partner with them as they transform their businesses.

This position will be responsible for in-depth collaboration with customers to build a Zendesk environment that works seamlessly with their support practices and systems. You will provide expertise based on your prior technical & customer solution experience, and will be ultimately responsible for definition, documentation, and execution of the appropriate technical solution. These are all integral to the customer's overall experience with Professional Services and ultimately Zendesk. You will work hand-in-hand with a team Zendesk Professional Services Engagement Managers, Developers, and Consultants on various activities within a customer engagement as the technical solution designer and owner.
 

Responsibilities: 

Understand, document, and implement customer requirements according to scope. Actively collaborate with customer SMEs to build the best technical solution for integrating Zendesk into customer workflows and processes. Ask questions and dig into the customer's use-case, capture the business problem we are solving together, and finally design their Zendesk in order for the customer to be successful. 

• Execute 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 resolution

• Document customer technical systems to find the most efficient solution for integrating them with Zendesk

• Support the Consulting team with the functional design & configuration of Zendesk

• Lead technical projects involving multiple development and architecture resources

• Mentor junior colleagues on best practices and new technologies

• Engage on several paid projects concurrently

• Maintain technical product expertise across the entire Zendesk product line

• Respond to high-profile, high-impact customer escalations in a confident manner

• Gather technical requirements and provide level of effort estimates for customers

Requirements:

• 6 years+ System and/or Solution Architecture experience

• Experience with various architectures (Web, Enterprise, SaaS) and methodologies

• Experience with best practices for leading complex front end application development projects

• Experience in agile scrum for software development; experience using JIRA or similar tools

• Familiarity with a frontend programming language/framework (Javascript, React, Vue, etc)

• Good understanding of customer support processes and infrastructure

• Excellent instincts and ability to interface at a senior level with ease 

• Excellent communication, interpersonal skills, and eloquent writing skills

• Passionate about customer service and how it can transform businesses

• Strong organizational skills and an ability to multitask without getting frazzled

• Ability to deliver consulting onsite & remotely

• Bachelor's degree

• Willing and able to travel domestically/internationally (40%) (when that is safe)

Nice to Have:

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

• Expert on Zendesk configuration and implementation approaches

• Expert on Zendesk App Framework and related SSO capabilities

• Zendesk Administrator Certification

• Zendesk App Developer I Certification

Where We Work
Zendesk is not your average tech company. We have all the stuff you'd expect - competitive pay, benefits, appealing offices, snacks, and more. We also have a culture deeply dedicated to enabling conversations and providing appreciative support. We help our staff keep work-life balance, from flexible hours to remote work, to the most dynamic parental leave plans on the market. Our Social Impact team is actively engaged in our community and enables us to invest thousands of hours with local community groups each year. We invest in diversity and inclusion so that our team reflects the diversity of the world around us. We have a whole crew dedicated to ensuring our workplace experience is top notch and welcoming for all.

Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.

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.

As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law.

Zendesk is an equal opportunity employer, and we're proud of our ongoing efforts to foster 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 any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.

Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to with your specific accommodation request.