Technical Architect

at  Zendesk

Job Description
Technical Architects are integral to the Zendesk Professional Services delivery team, crafting tailored technical solutions to meet each customer’s unique business needs and goals.
You will understand and map customers’ functional and technical requirements to business objectives using Zendesk functionality. Leveraging your technical knowledge and experience, you will provide expert recommendations and be responsible for defining, documenting, and executing appropriate technical solutions.
Collaborating with a Zendesk Professional Services project team—including Engagement Managers, Services Consultants, Developers, and Quality Assurance Analysts—you will act as the technical solution designer and owner within customer engagements.

BASIC QUALIFICATIONS:

• 3+ years of experience in system, technical, or solution architecture.
• Proficiency with various architectures, including Web, Enterprise, and SaaS, as well as methodologies.
• Skilled in implementing and integrating RESTful and JSON APIs.
• Strong understanding of customer support processes and infrastructure.
• Excellent instincts and ability to interface seamlessly with senior-level executives.
• Exceptional communication, interpersonal, and writing skills.
• Deep passion for customer service and its transformative potential for businesses.
• Strong organizational skills with the ability to multitask effectively.
• Capable of delivering consulting services both onsite and remotely.
• Willingness and ability to travel domestically and internationally as needed.
• Bachelor’s degree.
• Familiarity with backend programming languages (Ruby, Python, C

PREFERRED QUALIFICATIONS:

• Proven experience in configuring and implementing Zendesk solutions.
• Proficiency with the Zendesk App Framework.
• Expertise in Zendesk’s technical capabilities, including SSO, API, and SDKs.
• Familiarity with design systems and tools such as Postman, Swagger, Figma, and Lucid.
• Certifications: Zendesk Support Administrator Expert Certification / Zendesk App Developer Certification

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

• Customer Engagement: Deeply understand the customer’s use-case by asking insightful questions, capturing the business problem, and designing a successful Zendesk solution.
• Design and Configuration: Lead or participate in design and configuration sessions and workshops with customers and partners.
• Documentation: Produce Technical Design Documents, Technical Guidance Documents, and custom application or integration Specification Documents for Zendesk.
• Development Support: Collaborate with Zendesk Developers and Quality Assurance Analysts to support the development, testing, and defect resolution of custom solutions.
• Functional Design: Work with Zendesk Services Consultants and Engagement Managers to support the functional design and configuration of Zendesk.
• Training and Knowledge Transfer: Conduct technical training, handover, and knowledge transfer sessions.
• Project Communication: Liaise with the Zendesk Engagement Manager on project status, issues, and remaining effort on deliverables.
• Multi-Project Management: Lead, contribute to, or participate in multiple projects concurrently.
• Product Expertise: Maintain comprehensive technical product expertise across the entire Zendesk product line.
• Customer Escalations: Confidently respond to high-profile, high-impact customer escalations.
• Pre-Sales Support: Assist the pre-sales team by gathering technical requirements and providing solutions and estimates to customers.