Premier Support Engineer

Job Description

We are looking for a support guru 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. We are looking for someone to apply their technical and support expertise to this elite team. If you like a challenge and want to set the standard for global Customer Advocacy then we have a job for you.

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 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.

Desired Skills:

• Experienced Zendesk Administrator or deep product knowledge
• Three to five 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 and possess a strong sense of responsibility and initiative—you’re smart, and can get stuff done
• Multiple languages, and flexible scheduling is preferred.
• An awesome sense of humor is a definite plus!

The best customer experiences are built with Zendesk. Zendesk’s powerful and flexible customer service and engagement platform scales to meet the needs of any business, from startups and small businesses to growth companies and enterprises. Zendesk serves businesses across a multitude of industries, with more than 125,000 paid customer accounts offering service and support in more than 30 languages. Headquartered in San Francisco, Zendesk operates worldwide with 15 offices in North America, Europe, Asia, Australia, and South America. Learn more at www.zendesk.com . 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 is an equal opportunity employer, and we’re proud of our ongoing efforts to foster diversity & inclusion in the workplace. Individuals seeking employment 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, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law. By submitting your application, you agree that Zendesk may collect your personal data for recruiting, global organization planning, and related purposes. Zendesk's Candidate Privacy Notice explains what personal information Zendesk may process, where Zendesk may process your personal information, its purposes for processing your personal information, and the rights you can exercise over Zendesk’s use of your personal information. Apply for this job