Our Professional Services team implements, consults, and advises our wide array of customers as they map any number of business needs to Zendesk. We are entrusted with the relationships, strategy, and product health of thousands of innovative companies using Zendesk, and it is our job to inspire and partner with them as they transform their businesses.
This position will be responsible for in-depth collaboration with customers to build a Zendesk environment that works seamlessly with their support practices and systems. You will provide expertise based on your prior technical & customer solution experience, and will be ultimately responsible for definition, documentation, and execution of the appropriate technical solution. These are all integral to the customers overall experience with Professional Services and ultimately Zendesk. You will work hand-in-hand with a team Zendesk Professional Services Engagement Managers, Developers, and Consultants on various activities within a customer engagement as the technical solution designer and owner.
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Responsibilities:
Understand, document, and implement customer requirements according to scope. Actively collaborate with customer SMEs to build the best technical solution for integrating Zendesk into customer workflows and processes. Ask questions and dig into the customers use-case, capture the business problem we are solving together, and finally design their Zendesk in order for the customer to be successful.
- Lead Architecture, Technical Feasibility discussions.
- Lead Scoping & Estimations.
- Execute design & configuration sessions with customers (onsite or remote)
- Document customer technical systems to find the most efficient solution for integrating them with Zendesk
- Produce Technical Design Documents ("TDD") and Zendesk Custom App Specification Documents in accordance with customer needs
- Maintain complex backend Systems / Applications. Work closely with Security & Compliance teams to maintain a secure environment. .
- Lead technical projects involving multiple architecture and development engineers.
- Mentor junior colleagues on best practices and new technologies
- Engage on several paid projects concurrently
- Maintain technical product expertise across the entire Zendesk product line
- Respond to high-profile, high-impact customer escalations in a confident manner
Required Qualifications:
- 5 years+ System and/or Solution Architecture and backend software development experience
- Experience with various architectures (Web, Enterprise, SaaS) and methodologies
- Experience with best practices for leading complex front end application development projects
- Strong analytical skills with proficiency in complex system design and problem-solving.
- Proven experience in architecting software solutions with considerations for system scalability. In-depth understanding of software design patterns, best practices, and the ability to craft maintainable codebases.
- Commitment to continuous personal and professional development with a readiness to mentor team members.
- Demonstrated experience working collaboratively in team environments as well as autonomously on individual projects.
- Exceptional communication skills with fluency in English, capable of articulating complex technical issues clearly and concisely.
- The agility to adapt and perform in fast-paced and evolving work settings.
- Expertise in modern Java (11 or later).
- Mastery of Spring Boot framework, starting from version 2.
- Experience in RESTful API design and implementation.
- Robust knowledge of SQL databases and ORM tools such as JPA and Hibernate.
- Familiarity with containerization and orchestration technologies, Docker and Kubernetes respectively.
- Practical experience with key AWS services, including but not limited to RDS, S3, SQS, Lambda.
- Familiarity with CI/CD processes and tools.
Preferred Qualifications:
- Bachelor's degree in Computer Science, Software Engineering, or a related field.
- 5+ years of professional experience in software development.
- Experience with Java 17 or newer.
- Backend development proficiency with Kotlin.
- Experience with build tools like Gradle.
- Hands-on experience with MySQL as well as exposure to NoSQL databases such as DynamoDB.
- Knowledge of microservices architecture and serverless frameworks.
- Understanding of security best practices including OWASP standards, and experience with authorization/authentication mechanisms e.g., OAuth, JWT.
- Experience with monitoring and logging in AWS ecosystems, including Cloudwatch, X-Ray and Datadog.
- Prior experience leading projects and providing guidance to junior engineers.
- Possession of one or more AWS certifications.
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.
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 were 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.