Our ideal candidate is a skilled Technical Architect responsible for crafting innovative technical solutions that meet every customer's unique needs and goals.
In this role, you will work closely with customers to understand their functional and technical requirements, mapping them to business-minded goals wrapped around Zendesk functionality.
As a Technical Architect, your key responsibilities include:
* Understanding customers' use-cases, capturing business problems, and designing their Zendesk for success.
* Leading and/or participating in design and configuration sessions/workshops with customers and partners.
* Producing Technical Design Documents, Technical Guidance Documents, and Zendesk custom application/integration Specification Documents.
* Supporting development and testing of custom solutions, working closely with Zendesk Developers and Quality Assurance Analysts.
* Supporting functional design and configuration of Zendesk, working with Zendesk Services Consultants and Engagement Managers.
* Conducting technical training sessions, handover sessions, and knowledge transfer sessions.
* Liaising and communicating with the Zendesk Engagement Manager on project status, issues, and remaining effort on project deliverables.
Required Skills and Experience
* Second European Language
* 3+ years system, technical, or solution architecture experience
* Experience with various architectures (Web, Enterprise, SaaS) and methodologies
* Experience with RESTful and JSON API implementation and integration approaches
* 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 its impact on businesses
* Strong organisational skills and ability to multitask without getting frazzled
* Ability to deliver consulting onsite and remotely
* Willing and able to travel domestically/internationally if needed
Basic Qualifications
* Bachelor's degree
* Familiarity with a backend programming language (Ruby, Python, C#, etc.)
* Familiarity with a frontend programming language/framework (JavaScript, React, VueJs, JQuery, etc.)
Preferred Qualifications
* Experience on Zendesk configuration and implementation approaches
* Experience on Zendesk App Framework
* Experience with Zendesk Technical Capabilities (SSO, API, SDKs, etc.)
* Experience with Design Systems and Tools (Postman, Swagger, Figma, Lucid, etc.)
* Zendesk Support Administrator Expert Certification
* Zendesk App Developer Certification