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Senior Premier Support Engineer

Outbound.io

Outbound.io

Other Engineering, Customer Service
Mexico City, Mexico
Posted on Monday, April 1, 2024

Job Description

Who we're looking for

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 apply 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.

What you'll be doing

  • 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 customer's eyes
  • You provide guidance and best practice advice while answering product and developer oriented questions relating to our APIs, Frameworks, and SDKs
  • You're an outstanding communicator, both written and verbal — you get your message across simply, build trusted relationships at all levels
  • You're 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’re a team player who is willing to step up and help with training/upskilling of new talent while also helping drive new initiatives throughout the organization.

What you bring to the role

  • Experienced (3+ years) Zendesk Administrator or deep product knowledge defined as technical troubleshooting expertise, clear understanding of Zendesk architecture, ability to view technical issues at the “macro” level
  • Four to five years experience supporting customers on enterprise software
  • 1 year Enterprise Architecture / 1 year Technical Architecture experience
  • Experience designing, implementing, supporting, and troubleshooting complex multi-vendor / multi-platform SaaS solutions.
  • 3+ years experience with HTML, JSON, JavaScript, CSS, and RESTful APIs is expected, but server side experience with Java, Ruby, 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.
  • Ability to occasionally work outside of business hours; limited travel may be requested

Basic Qualifications:

  • Formal presentation skills (QBRs, Scorecard read-outs/development. etc.)
  • Innovative thinking - “how can we” demeanor
  • Strong tools knowledge around GSuite, Slack, Confluence
  • Must be fluent in English. Secondary language such as Spanish or Portuguese welcome

Where We Work:

Being digital first doesn’t mean we’re digital only. 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 Mexico City office on a weekly basis for part of the week. The specific in-office schedule is to be determined by the hiring manager.

#LI-WO1

Please note that anyone hired into this position must be physically located in and plan to work from Mexico City (CDMX) or Mexico State (Estado de Mexico).

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.

The intelligent heart of customer experience
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 experiences—and we stick with it in our workplace. Over 5,000 employees worldwide are collaborating from kitchen tables, home offices, coworking spaces, and Zendesk workspaces to make one team.

Zendesk is an equal opportunity employer, and we’re 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.