Premier Support Engineer

Location: Madison, Wisconsin, United States of America | Austin, Texas, United States of America

Requisition : R32307

Position Type: Full time

We are looking for a support expert who is ready to set the standard for best-in-class customer support. You are the designated support contact for Zendesk's Premier customers. You are able to understand customer needs, anticipate their challenges, advocate internally for solutions, and communicate effectively to provide the best possible customer experience. You are the focal point of a global team to major customers and a funnel for their input back to Zendesk.

You bring technical and support expertise to this elite team, whose focus is servicing customers and solving problems, likes a challenge, and wants to set the standard for customer support.

• You are an integral member of a highly technical team dedicated to delivering technical support and guidance to Zendesk Premier customers.
• You take ownership of customer issues through resolution, are empathetic, responsive, resourceful, and see the support experience through our customers’ eyes.
• You provide guidance and best practice advice while answering product and developer oriented questions relating to our APIs, Frameworks, and SDKs.
• You are an outstanding communicator, both written and verbal—you get your message across simply and build trusted relationships at all levels.
• You are a master of prioritization. You can juggle customer escalations, product changes, and service issues while managing related communication, technical account management, and risk mitigation.
• You step in during service incidents to coordinate communications and tasks between our Operations, Development, and Incident Management teams, as well as the customer.

• Experienced (2+ years) Zendesk Administrator or has deep product knowledge defined as technical troubleshooting expertise, clear understanding of Zendesk architecture, and the ability to view technical issues at the “macro” level.
• Two to four years experience supporting customers on enterprise software.
• 1 yr Enterprise Architecture / 1 yr Technical Architecture experience.
• Experience designing, implementing, supporting, and troubleshooting complex multi-vendor / multi-platform SaaS solutions.
• 1 yr technical troubleshooting experience with HTML, JSON, JavaScript, and RESTful APIs is expected; experience with Java, Ruby, Python, or another modern language is a plus.
• Proven ability to develop positive relationships and effectively coordinate with cross-functional teams; develop and communicate creative, diplomatic solutions to problems; manage competing priorities on a daily basis.
• Self-motivated, and possess a strong sense of responsibility and initiative.
• Must be willing to occasionally work outside of business hours or on a weekend rotation as needed; limited travel may be requested.

• Formal presentation skills (QBRs, Scorecard read-outs/development, etc.).
• Innovative thinking – “how can we” attitude.
• Strong tools knowledge around GSuite, Slack, Confluence.
• Secondary language such as Spanish, French, German or Portuguese welcome.

The US annualized base salary range for this position is $76,000.00-$. This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location.

Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives.

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.