Technical Solutions Architect

hace 1 semana

Xico, México Zendesk, Inc. A tiempo completo

Job Summary

Zendesk, Inc. is seeking a highly skilled Technical Solutions Architect to join our Professional Services delivery team. As a Technical Solutions Architect, you will play a critical role in crafting tailored technical solutions to meet each customer's unique business needs and goals.

Key Responsibilities

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

Requirements

  • 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#, etc.) and frontend languages/frameworks (JavaScript, React,, JQuery, etc.).

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.

About Zendesk

Zendesk is a leading provider of customer service and engagement software. We help businesses build stronger relationships with their customers through our cloud-based platform. Our software is designed to help businesses provide exceptional customer experiences, and we're committed to making it easy for our customers to succeed.

What We Offer

  • A dynamic and supportive work environment.
  • Opportunities for professional growth and development.
  • A competitive salary and benefits package.
  • A comprehensive training program.
  • A collaborative and inclusive team culture.

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