Technical Architect

hace 1 mes

Mexico City Zendesk A tiempo completo

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Job Description
 Who we're looking for

Our Professional Services team implements, consults, and advises our wide array of customers as they map any number of business needs to Zendesk. We are entrusted with the relationships, strategy, and product health of thousands of innovative companies using Zendesk, and it is our job to inspire and partner with them as they transform their businesses.

This position will be responsible for listening to our customerâs functional and technical requirements and mapping them into business minded goals wrapped around Zendesk functionality. You will provide recommendations based on your prior technical & customer solution experience, and will be ultimately responsible for definition, documentation, and execution of the appropriate technical solution. These are all integral to the customerâs overall experience with Professional Services and ultimately Zendesk. You will work hand-in-hand with a Zendesk Professional Services Engagement Managers, Developers, and Consultants on various activities within a customer engagement as the technical solution designer and owner.

What you'll be doing

Understand, document, and implement customer requirements according to scope. Ask questions and dig into the customerâs use-case, capture the business problem we are solving together, and finally design their Zendesk in order for the customer to be successful.

  • Execute design & configuration sessions with customers (onsite or remote)
  • Produce Technical Design Documents (âTDDâ) and Zendesk Custom App Specification Documents in accordance with customer needs
  • Perform functional testing and work closely with Zendesk developers on defect resolution
  • Support the Consulting team with the functional design & configuration of Zendesk
  • Conduct virtual technical trainings, and knowledge transfer sessions to customers
  • Weekly communication to Engagement Manager on project status, issues, and remaining effort on project deliverables
  • Engage on several projects in parallel
  • Maintain technical product expertise across the entire Zendesk product line
  • Respond to high-profile, high-impact customer escalations in a confident manner
  • Gather technical requirements and provide level of effort estimates for customers
  • Contribute to and be measured on Zendesk Professional Services bookings and revenue targets
What you bring to the role
  • 3 years+ System and/or Solution Architecture experience
  • Experience working on highly complex customer engagements
  • Experience with various architectures (Web, Enterprise, SaaS) and methodologies
  • Experience with RESTful and JSON API implementation and integration approaches
  • Experience with various SSO configurations and capabilities
  • Good understanding of customer support processes and infrastructure
  • Excellent instincts and ability to interface at a senior level with ease
  • Excellent communication, interpersonal skills, and eloquent writing skills
  • Passionate about customer service and how it can transform businesses
  • Strong organizational skills and an ability to multitask without getting frazzled
  • Be accountable for billable utilization targets
  • Ability to deliver consulting onsite & remotely
  • Bachelor's degree
  • Willing and able to travel domestically/internationally occasionally
Nice to Have:
  • Familiarity with a backend programming language (Ruby, Python, Java, C#, etc)
  • Familiarity with a frontend programming language/framework (Javascript, React, Vue, JQuery, etc)
  • Experience in designing cloud-native solution on AWS and/or AWS Certification
  • Expert on Zendesk configuration and implementation approaches
  • Expert on Zendesk App Framework
  • Zendesk Administrator Certification
  • Zendesk App Developer I Certification
Where We Work:

Being digital first doesnât mean weâre 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.

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).

About Zendesk - Champions of Customer Service

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 experiencesâand we stick with it in our workplace. Over 5,000 employees worldwide have the flexibility to choose where they work. The fact is, we know great work happens anywhere. Whether youâre collaborating from your home office, a Zendesk workspace, or the kitchen table, youâre part of one team at Zendesk.

Zendesk is an equal opportunity employer, and weâre 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.

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