Technical Architect

Technical Architects are a key part of the Zendesk Professional Services delivery team, crafting technical solutions around every customer's unique business, needs and goals.

What you will be doing:

• Understanding customer’s functional and technical requirements, with the objective of mapping them to business minded goals wrapped around Zendesk functionality.
• Providing recommendations based on your technical knowledge and experience, and being ultimately responsible for definition, documentation, and execution of the appropriate technical solutions.
• Working alongside a Zendesk Professional Services project team - including Engagement Managers, Services Consultants, Developers, Quality Assurance Analysts - on various activities within a customer engagement, acting as the technical solution designer and owner.
• Asking questions and digging into the customer’s use-case, capturing the business problem we are solving together, and finally designing their Zendesk in order for the customer to be successful.
• 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 or integration Specification Documents.
• Supporting the development and testing of custom solutions, working closely with Zendesk Developers, and Quality Assurance Analysts on defect resolution.
• Supporting the 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.
• Leading, contributing or participating on several projects concurrently.
• Maintaining technical product expertise across the entire Zendesk product line.
• Responding to high-profile, high-impact customer escalations in a confident manner.
• Supporting the pre-sales team in gathering technical requirements and providing solutions and estimates to customers.

What you bring to the role:

• A 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 how it can transform businesses.
• Strong organisational skills and an 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.).

Where we work:

In this role, you’ll work primarily remotely with the support of a dynamic and caring team. We’ll provide you with the digital tools and experiences to be together–even when we’re apart. You’ll also have the flexibility to join us at a Zendesk workspace, in one of our Zendesk offices or our flex office spaces.

Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace.