Technical Architect

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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.
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 customer's 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, 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.
Being digital first doesn't mean we're digital only.
You'll 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 zl157,000.00-zl235,000.00.
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 customer's 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 customer's 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, 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.
Being digital first doesn't mean we're digital only.
You'll 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 zl157,000.00-zl235,000.00.
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.
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