Job Description

Premier Support Engineer

Who we're looking for

You are 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 pain, 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 are someone to apply their technical and support expertise to this elite team who loves to service customers and solve problems, likes a challenge and wants to set the standard for global Customer Advocacy.

What you'll be doing

• You are an integral member of a high powered 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 customer's eyes
• You provide guidance and best practice advice while answering product and developer oriented questions relating to our APIs, Frameworks, and SDKs
• You're an outstanding communicator — you get your message across simply and with wit, and build trusted relationships at all levels
• You're a master of prioritization. You can juggle customer escalations, product changes, and service issues while managing related communication, technical account management, and risk mitigation.

What you bring to the role

Basic Qualifications:

• Experienced Zendesk Administrator or deep product knowledge
• One to two years experience supporting customers on enterprise software
• Enterprise Architecture / Technical Architecture experience
• Experience designing, implementing, supporting, and troubleshooting complex multi-vendor / multi-platform SaaS solutions.
• Experience with HTML, JSON, JavaScript, CSS, and RESTful APIs is expected, but server side experience with Java, Ruby, or another modern language is also great.
• 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—you’re smart, and can get stuff done.
• Flexible scheduling is preferred.

Preferred Qualifications:

• Portuguese and English

#LI-NG4

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. We advocate for digital first customer experiences—and we stick with it in our workplace. Over 5,000 employees worldwide are collaborating from kitchen tables, home offices, coworking spaces, and Zendesk workspaces to make one team.

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 peopleandplaces@zendesk.com with your specific accommodation request.