Senior Technical Solutions Specialist

hace 1 mes


Xico, México Zendesk, Inc. A tiempo completo

Role Overview

Zendesk, Inc. is seeking a seasoned Senior Technical Solutions Specialist to join our Professional Services delivery team.

About the Role

We are looking for an expert in system and technical architecture with a passion for delivering tailored solutions that meet each customer's unique business needs and goals.

The ideal candidate will have a strong understanding of customer support processes and infrastructure, as well as excellent instincts and ability to interface seamlessly with senior-level executives.

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.
  • Skill in implementing and integrating RESTful and JSON APIs.
  • Strong organizational skills with the ability to multitask effectively.
  • Ability to deliver 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, Vue.js, 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.

What We Offer

As a valued member of our team, you can expect:

  • An estimated salary range of $120,000 - $160,000 per annum, based on location and experience.
  • A dynamic and inclusive work environment that values diversity and promotes equal opportunities.
  • A comprehensive benefits package, including health insurance, retirement plans, and paid time off.
  • Professional growth opportunities through training, mentorship, and career advancement.
  • The chance to work with a global leader in customer service software and make a meaningful impact on the lives of millions of customers worldwide.

About Zendesk

Zendesk, Inc. is a cloud-based customer service software company that helps businesses provide exceptional support experiences to their customers. With a diverse team of over 5,000 employees worldwide, we're committed to fostering a culture of inclusivity, innovation, and social responsibility.

Location

This role is located in Mexico City (CDMX) or Mexico State (Estado de Mexico), and requires regular travel to client sites and Zendesk offices.



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