Premier Support Engineer

Job Description

Who we're looking for

We are looking for a support expert 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 challenges, 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. You bring technical and support expertise to this elite team, whose focus is servicing customers and solving problems,loves a challenge, and wants to set the standard for customer support.

What you'll be doing

• You are an integral member of a highly 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 customers’ eyes.
• You provide guidance and standard methodology advice while answering product and developer oriented questions relating to our APIs, Frameworks, and SDKs.
• You are an outstanding communicator, both written and verbal — you get your message across simply and build trusted relationships at all levels.
• You are an expert in prioritization. You can juggle customer escalations, product changes, and service issues while managing related communication, technical account management, and risk mitigation.
• You step in during service incidents to coordinate communications and tasks between our Operations, Development, and Incident Management teams, as well as the customer.

What you bring to the role

• Experienced (2+ years) Zendesk Administrator or has deep product knowledge defined as technical troubleshooting expertise, clear understanding of Zendesk architecture, and the ability to view technical issues at the “macro” level
• Two to four years experience supporting customers on enterprise software
• 1 yr Enterprise Architecture / 1 yr Technical Architecture experience
• Experience designing, implementing, supporting, and troubleshooting complex multi-vendor / multi-platform SaaS solutions
• 1 yr technical troubleshooting experience with HTML, JSON, JavaScript, and RESTful APIs is expected, but experience with Java, Ruby, Python, or another modern language is a plus
• 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 possess a strong sense of responsibility and initiative
• Must be willing to occasionally work outside of business hours or on a weekend rotation as needed; limited travel may be requested

Basic Qualifications:

• Formal presentation skills (QBRs, Scorecard read-outs/development. etc.)
• Innovative thinking - “how can we” demeanor
• Strong tools knowledge around GSuite, Slack, Confluence
• Secondary language such as Spanish or Portuguese welcome

Where We Work:

Being digital first doesn’t mean we’re digital only. 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 Mexico City office on a weekly basis for part of the week. The specific in-office schedule is to be determined by the hiring manager.

#LI-WO1

Please note that anyone hired into this position must be physically located in and plan to work from Mexico City (CDMX) or Mexico State (Estado de Mexico).

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 with your specific accommodation request.