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Senior Technical Support Engineer

2 months ago

Dublin, Ireland Zendesk Full time

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Job Description
 

We are looking for a support guru who thrives on providing technical guidance through many different channels of communication including messaging (live and asynchronous conversations), email, phone and video conference. Youâre a great match if youâre a quick learner and possess fantastic technical trouble-shooting skills. You are driven to help both external customers and internal colleagues, and have the ability to dive deep into a new product to learn it quickly but also can teach it. 

Required:

  • At least 4+ years of technical support experience in similar environment

  • Customer service skills â the ability to be empathetic, accurate, compassionate, responsive, resourceful and conscientious

  • Written and oral communication skills - You must be able to convey technical jargon in a wide-array of syntax from beginner level users to developers in our tickets as well as knowledge base articles

  • Troubleshooting skills - identifying and replicating customer issues, educating customers on workarounds while understanding their business needs and impacts, and determining if reported issues are bugs by checking for known issues and assessing their impact

  • Organizational skills - Prioritizing and multitasking is part of your daily routine

  • Ability to empower end-users to support themselves using our knowledge base

  • Ability to evaluate, troubleshoot, and follow-up on customer issues as well as replicate and document for further escalation

  • Experience in collaborating with other departments such as Product, Engineering and Sales

  • A drive for learning (self development), mastering and teaching

  • A keen eye for process improvement opportunities and an ability to deliver on the changes needed

  • Fluent written and spoken in English

Experience/Skills Desired:

  • Experience with various mobile platforms; iOS, Android

  • Experience with HTML, JavaScript or CSS

  • Confident with RESTful API

  • Experience with SDK

  • Experience with analytics tools (troubleshooting or analyzing data)

  • Basic understanding of AI tools and chat bots 

  • Basic understanding of UNIX commands (for search, and other command line features)

  • Solid understanding of Single Sign On methods (SAML, JWT and 3rd party providers)

  • Solid understanding of how SaaS integrations work

  • Experience troubleshooting in a SaaS environment with a fast paced deploy schedule

  • Experience using logging tools such as Datadog or Kibana

  • Proficient using own or team testing suites/accounts to troubleshoot 

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.

Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.

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.

About Zendesk - Champions of Customer Service

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love. We advocate for digital first customer experiencesâand we stick with it in our workplace. Over 5,000 employees worldwide have the flexibility to choose where they work. The fact is, we know great work happens anywhere. Whether youâre collaborating from your home office, a Zendesk workspace, or the kitchen table, youâre part of one team at Zendesk.

Zendesk is an equal opportunity employer, and weâre proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here. 

Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.