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For Companies At a Glance
- Tasks: Design and implement technical solutions for diverse customer needs using Zendesk.
- Company: Join Zendesk, a leader in customer experience software, dedicated to transforming businesses.
- Benefits: Enjoy remote work flexibility, digital tools, and opportunities for in-person collaboration.
- Why this job: Be part of a dynamic team, making a real impact on customer success and satisfaction.
- Qualifications: 3+ years in technical architecture; familiarity with programming languages and customer support processes.
- Other info: Opportunity for travel and participation in various projects concurrently.
The predicted salary is between 50000 - 70000 £ per year.
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 customers functional and technical requirements, with the objective of mapping them to business minded goals wrapped around Zendesk functionality.
You will provide recommendations based on your technical knowledge and experience, and be ultimately responsible for definition, documentation, and execution of the appropriate technical solutions.
You will work 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.
As part of your day-to-day job you will:
Ask questions and dig into the customers use-case, capture the business problem we are solving together, and finally design their Zendesk in order for the customer to be successful.
Lead and / or participate in design and configuration sessions / workshops with customers and partners.
Produce Technical Design Documents, Technical Guidance Documents, and Zendesk custom application or integration Specification Documents.
Support the development and testing of custom solutions, working closely with Zendesk Developers, and Quality Assurance Analysts on defect resolution.
Support the functional design and configuration of Zendesk, working with Zendesk Services Consultants and Engagement Managers.
Conduct technical training sessions, handover sessions and knowledge transfer sessions.
Liaise and communicate with the Zendesk Engagement Manager on project status, issues, and remaining effort on project deliverables.
Lead, contribute or participate on several projects concurrently.
Maintain technical product expertise across the entire Zendesk product line.
Respond to high-profile, high-impact customer escalations in a confident manner.
Support 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
Familiarity with a backend programming language (Ruby, Python, C#, 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, youll work primarily remotely with the support of a dynamic and caring team. Well provide you with the digital tools and experiences to be togethereven when were apart. Being digital first doesnt mean were digital only. Youll also have the flexibility to join us at a Zendesk workspace, in one of our Zendesk offices or our flex office spaces. We will bring our people together on occasion to connect, collaborate, learn, or celebrate in person.
The Poland annualized base salary range for this position is z157,000.00-z235,000.00. Please note that while the salary range represents the minimum and maximum base salary rate for this position, the actual compensation offered will be based on job related capabilities, applicable experience, and other relevant factors. This position may also be eligible for bonus, benefits, or related incentives that will be communicated during the offer stage.Job Description
Description:
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 customers functional and technical requirements, with the objective of mapping them to business minded goals wrapped around Zendesk functionality.
You will provide recommendations based on your technical knowledge and experience, and be ultimately responsible for definition, documentation, and execution of the appropriate technical solutions.
You will work 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.
As part of your day-to-day job you will:
-
Ask questions and dig into the customers use-case, capture the business problem we are solving together, and finally design their Zendesk in order for the customer to be successful.
-
Lead and / or participate in design and configuration sessions / workshops with customers and partners.
-
Produce Technical Design Documents, Technical Guidance Documents, and Zendesk custom application or integration Specification Documents.
-
Support the development and testing of custom solutions, working closely with Zendesk Developers, and Quality Assurance Analysts on defect resolution.
-
Support the functional design and configuration of Zendesk, working with Zendesk Services Consultants and Engagement Managers.
-
Conduct technical training sessions, handover sessions and knowledge transfer sessions.
-
Liaise and communicate with the Zendesk Engagement Manager on project status, issues, and remaining effort on project deliverables.
-
Lead, contribute or participate on several projects concurrently.
-
Maintain technical product expertise across the entire Zendesk product line.
-
Respond to high-profile, high-impact customer escalations in a confident manner.
-
Support 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.)
-
Zendesk Support Administrator Expert Certification
-
Zendesk App DeveloperCertification
Where we work
In this role, youll work primarily remotely with the support of a dynamic and caring team. Well provide you with the digital tools and experiences to be togethereven when were apart. Being digital first doesnt mean were digital only. Youll also have the flexibility to join us at a Zendesk workspace, in one of our Zendesk offices or our flex office spaces. We will bring our people together on occasion to connect, collaborate, learn, or celebrate in person.
The Poland annualized base salary range for this position is z157,000.00-z235,000.00. Please note that while the salary range represents the minimum and maximum base salary rate for this position, the actual compensation offered will be based on job related capabilities, applicable experience, and other relevant factors. This position may also be eligible for bonus, benefits, or related incentives that will be communicated during the offer stage.
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.
The intelligent heart of customer experience
Zendesk software was built
Technical Architect (London) employer: Zendesk
Contact Detail:
Zendesk Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Architect (London)
✨Tip Number 1
Familiarise yourself with Zendesk's functionalities and features. Understanding how to leverage these tools will not only help you in interviews but also demonstrate your commitment to the role.
✨Tip Number 2
Network with current or former Zendesk employees on platforms like LinkedIn. Engaging with them can provide insights into the company culture and expectations, which can be invaluable during your application process.
✨Tip Number 3
Prepare to discuss specific technical projects you've worked on that relate to system architecture and customer support processes. Being able to articulate your experience clearly will set you apart from other candidates.
✨Tip Number 4
Stay updated on the latest trends in customer service technology and solutions. Showing that you're knowledgeable about industry advancements can impress interviewers and highlight your passion for the field.
We think you need these skills to ace Technical Architect (London)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in system, technical, or solution architecture. Emphasise your familiarity with Zendesk and any backend programming languages you know, as well as your ability to work with RESTful and JSON APIs.
Craft a Compelling Cover Letter: In your cover letter, demonstrate your understanding of customer support processes and how your skills can help solve business problems. Mention specific examples of past projects where you've successfully designed technical solutions.
Showcase Communication Skills: Since excellent communication is key for this role, ensure your application reflects your interpersonal skills. Use clear and concise language, and consider including a brief example of how you've effectively communicated complex technical information to non-technical stakeholders.
Highlight Multitasking Abilities: Given the need to manage multiple projects concurrently, mention instances where you've successfully juggled various tasks. This could be in your CV or cover letter, showcasing your organisational skills and ability to remain calm under pressure.
How to prepare for a job interview at Zendesk
✨Understand the Role
Before the interview, make sure you thoroughly understand the responsibilities of a Technical Architect at Zendesk. Familiarise yourself with their products and how they align with customer needs. This will help you articulate how your skills and experiences can contribute to their goals.
✨Showcase Your Technical Expertise
Be prepared to discuss your experience with various architectures, RESTful APIs, and backend programming languages. Highlight specific projects where you've successfully implemented technical solutions, as this will demonstrate your capability to handle the role's requirements.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to work with clients. Prepare examples of how you've previously engaged with customers to understand their needs and how you designed solutions to meet those needs effectively.
✨Demonstrate Communication Skills
As a Technical Architect, you'll need to communicate complex technical concepts clearly. Practice explaining your past projects in simple terms, and be ready to discuss how you would conduct training sessions or workshops with clients and team members.
