Premier Support Engineer

Description:

We are looking for a support authority who is ready to set the standard for best-in class customer support. As 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 deliver the best possible customer experience. You are the focal point of a distributed team to major customers and a funnel for their input back to Zendesk.

The Premier Support Engineer will apply their technical and support expertise to this elite team.

We are a digital-first workplace, and this position will be fully remote.

Responsibilities:

• 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 compassionate, adaptable, resourceful, and see the support experience through our customer's eyes
• You provide mentorship and standard methodology 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 positive relationships at all levels
• You're an authority in prioritization. You can prioritize customer concerns, product changes, and service issues while handling related communication, technical account management, and risk mitigation.

Desired Skills:

• Experienced Zendesk Administrator or deep product knowledge
• Enterprise Architecture / Technical Architecture experience
• Experience designing, implementing, supporting, and solving 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
• Demonstrable ability to develop positive relationships and effectively coordinate with multi-functional teams; develop and communicate creative, supportive solutions to problems; handle opposing priorities every day
• Self-motivated and possess a solid sense of responsibility and initiative—you’re hard-working, and can get stuff done
• Proficiency in spoken and written English
• A fantastic sense of humor is a plus!

We are an upbeat and innovative business that takes extraordinary pride in our work, and the impact we have on businesses.

We invest in diversity and inclusion so that our staff reflects the world around us.

Interested in knowing what we do in the community? Check out the Zendesk Neighbor Foundation to learn more about how we engage with, and provide support to our local communities.

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 6,000 employees worldwide have the flexibility and trust to choose where they work. The fact is, we know great work happens anywhere. Whether you’re collaborating from your home office, a Zendesk workspace, or the kitchen table, you’re part of one team at Zendesk.

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.