Senior Premier Support Engineer

Job Description

Who we're looking for

Are you an ambitious and experienced IT professional proficient in Korean?

Zendesk is seeking a Senior Premier Support Engineer to join our world-class team in Melbourne, Victoria, Australia. We aim to provide flawless customer service, and we're looking for someone who can help us achieve this with their hard-working nature and proven track record.

What you'll be doing

• Provide top-tier support to our Korean-speaking customers, ensuring their technical issues are resolved efficiently.

• Troubleshoot and diagnose complex software and system issues to determine effective solutions.

• Collaborate with cross-functional teams to successfully implement customer solutions and improve product offerings.

• Offer excellent service by strictly following Zendesk's support guidelines and standard processes.

• Mentor and guide junior engineers, encouraging a collaborative and inclusive team environment.

• Contribute to ongoing improvement initiatives to improve our support processes and customer happiness.

What you bring to the role

• Proven expertise in troubleshooting and resolving technical issues in a customer-facing role.

• Exceptional communication skills in both Korean and English.

• Proficiency in handling numerous priorities and tasks in a fast-paced setting.

• Strong analytical and problem-solving skills with a customer-centric approach.

• Experience with Zendesk products or similar customer support platforms.

• Passion for technology and a keen interest in continuous learning and development.

Basic Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, or a related field.

• Minimum of 5 years of experience in a technical support role for a software product.

• Proficient in Korean and English, both written and verbal.

• Work timings: 10:00am to 6:00pm Melbourne time - must be open to flexibility in scheduling as this may vary slightly on occasion.

Preferred Qualifications:

• Experience in a senior or lead technical support role.

• Familiarity with cloud-based technologies and SaaS platforms.

• Experienced Zendesk Administrator or deep Zendesk product knowledge.

• 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.

• Established proficiency in fostering positive relationships and efficiently coordinating with teams across various departments; devising and conveying imaginative, diplomatic problem-solving strategies; managing competing priorities every day.

• Self-motivated, and possess a strong sense of responsibility and initiative—you’re smart, and can get stuff done.

#LI-MJ1

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.

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. 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.