Technical Solutions Architect

hace 1 mes

Xico, México Zendesk A tiempo completo
Job Description

As a Technical Architect 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 design, document, and execute technical solutions that meet customer requirements.

Key Responsibilities:

  • Deeply understand customer use-cases and design successful Zendesk solutions.
  • Lead or participate in design and configuration sessions and workshops with customers and partners.
  • 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

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.
  • Certifications: Zendesk Support Administrator Expert Certification / Zendesk App Developer Certification

About Zendesk

Zendesk is a company that values conversations and provides appreciative support. We help our staff keep work-life balance, from flexible hours to remote work, to the most dynamic parental leave plans on the market. Our Social Impact team is actively engaged in our community and enables us to invest thousands of hours with local community groups each year. We invest in diversity and inclusion so that our team reflects the diversity of the world around us. We have a whole crew dedicated to ensuring our workplace experience is top notch and welcoming for all.

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).

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.

Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.

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