Performance Engineer

Job Summary
Our Media & Entertainment client is seeking a Performance Engineer to join their team! As a senior individual contributor on the CRM Success Services team, the Performance Engineer leads complex projects, sustains critical systems, and drives new features on a core support platform with real-world guest impact. Success means shipping complex features, improving the reliability and performance of owned platform areas, mentoring other engineers, and maintaining strong operational excellence - across Zendesk administration, development, integrations, and automation.

Core Responsibilities

• Own and sustain the Zendesk platform with autonomy, ensuring high availability, security, and compliance across production environments supporting ~1500 agents
• Design, build, and maintain complex technical solutions using Zendesk APIs (REST, webhooks), custom apps, JavaScript, HTML, CSS, Liquid, and integration frameworks
• Lead configuration-heavy projects from requirements definition through post-launch support, including implementations, migrations, platform upgrades, and feature rollouts
• Architect and implement advanced workflows, automations, triggers, SLAs, routing logic, and business rules to support complex support operations
• Define platform standards, QA processes, change management procedures, and operational runbooks; act as technical authority for Zendesk architecture
• Lead incident response, root cause analysis, and resolution of critical platform issues; implement preventative measures to ensure system reliability
• Independently act as technical liaison and communicate effectively with product managers, support leadership, vendors, and cross-functional stakeholders
• Mentor P2 Systems Engineers and contractors, providing technical guidance on complex problem-solving and platform best practices

Required Skills/Experience (Must-Haves)

• 5+ years of professional Zendesk administration and development experience, with demonstrated expertise in production platform ownership
• Deep ownership of the Zendesk platform, leading small-to-moderate complexity projects with minimal guidance
• Expertise in Zendesk APIs (REST, webhooks), custom app development, theme development, and integration architecture
• Deep hands-on experience with Zendesk administration (triggers, automations, SLAs, routing, macros, views, forms, fields, business rules)
• Proficiency in JavaScript, HTML, CSS, and Liquid for Zendesk customization and development
• Proven ability to design solutions, solve complex problems independently, and translate business requirements into technical architectures
• Zendesk Analytics (analytics/reporting) expertise, including custom dashboard development and data modeling

Preferred Skills/Experience (Nice-to-Haves)

• Zendesk Certified Administrator or equivalent certification
• Experience operating large-scale Zendesk environments (500+ agents, multi-brand, multi-product) with strict performance and reliability expectations
• Experience with implementations, migrations, platform consolidations, or large-scale configuration changes
• Experience leading QA/UAT strategies, including test planning, regression testing, deployment planning, and rollback procedures
• Experience building integrations with enterprise systems (HRIS, ITSM, CRM, analytics) and managing API-driven workflows
• Strong understanding of SSO protocols (SAML, OAuth, OIDC), identity management, security, and compliance (RBAC, audit logging, GDPR)
• Experience with Agile/Scrum, Jira, version control, and Dev Ops practices

Key Competencies & Behaviors

• Ownership & Accountability
• Problem Solving & Continuous Improvement
• Collaboration & Technical Leadership

Work Environment

• Location:
  
  Orlando, FL
• Onsite

Compensation & Benefits

• Pay Range:
  The approximate pay range for this position is between $70.00 and $80.00. Please note that the pay range provided is a good faith estimate. Final compensation may vary based on factors including but not limited to background, knowledge, skills, and location. We comply with local wage minimums.
• Medical, Dental, & Vision Insurance Plans
• Employee-Owned Profit Sharing (ESOP)
• 401K offered

About Kelly Mitchell
At Kelly Mitchell, our culture is world class. We're movers and…