Senior Technical Support Engineer

Job Description

Who we're looking for

We are looking for a support guru who thrives on providing technical guidance through many different channels of communication including messaging (live and asynchronous conversations), email, phone, video conference, forums and social media such as Twitter. You’re a great match if you possess fantastic trouble-shooting skills, are driven to help both external customers and internal colleagues, and have the ability to dive deep into a new product to learn it inside and out.

What you'll be doing

• Using your exceptional troubleshooting skills to assess, address, and follow up on customer issues, ensuring prompt resolution.

• Collaborating with cross-functional teams to determine the root cause of complex technical problems and successfully implement solutions

• Empowering end-users by guiding them to support themselves using our knowledge base

• Communicating with customers in a compassionate, responsive, and resourceful manner, ensuring a flawless customer service experience

• Replicating and documenting customer issues for further investigation and analysis

What you bring to the role

• A proven track record of at least 5 years in technical support, demonstrating your expertise in providing world-class customer service for cloud (SAAS) software products.

• Excellent organisational, written, and oral communication skills, enabling you to convey technical concepts effectively to users of all levels.

• Demonstrated capability in efficiently balancing multiple customer issues with a sense of urgency.

• A desire to continuously learn and master new technologies, as well as the ability to teach and share your knowledge with others.

• Fluent written and spoken English, allowing you to communicate seamlessly with our global customer base.

Basic Qualifications:

• Excellent customer service skills, including empathy, accuracy, and conscientiousness.

• Ability to evaluate, troubleshoot, and follow up on customer issues, ensuring their successful resolution.

• Proficient in replicating and documenting customer issues for further analysis and support.

Preferred Qualifications:

• Solid technical support experience, preferably in a customer service role.

• Experience with RESTful API and authentication technology (SAML, JWT).

• Solid understanding of SaaS integrations and troubleshooting in a SaaS environment.

• Advance knowledge of HTML, XML, JavaScript or CSS

• Basic knowledge of various mobile platforms, such as iOS and Android.

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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.

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.