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Technical Solutions Designer

hace 1 mes

Xico, México Zendesk A tiempo completo
Job Description

As a Technical Solutions Designer at Zendesk, you will play a crucial role in crafting tailored technical solutions to meet each customer's unique business needs and goals. You will work closely with the Zendesk Professional Services delivery team to understand and map customers' functional and technical requirements to business objectives using Zendesk functionality.

You will provide expert recommendations and be responsible for defining, documenting, and executing appropriate technical solutions. This will involve collaborating with a Zendesk Professional Services project team, including Engagement Managers, Services Consultants, Developers, and Quality Assurance Analysts, to act as the technical solution designer and owner within customer engagements.

Key Responsibilities:

  • 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.
  • 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.