Premier Support Engineer

About the position

The Premier Support Engineer at Zendesk is a key support expert responsible for delivering best-in-class customer support to Premier customers. This role involves understanding customer needs, advocating for solutions, and providing technical guidance while ensuring a seamless customer experience. The engineer acts as a focal point for major customers, coordinating with global teams to address challenges and enhance customer satisfaction.

Responsibilities

• Deliver technical support and guidance to Zendesk Premier customers.
• Take ownership of customer issues through resolution, demonstrating empathy and resourcefulness.
• Provide guidance and best practice advice on product and developer-oriented questions related to APIs, Frameworks, and SDKs.
• Communicate effectively to build trusted relationships at all levels.
• Prioritize and manage customer escalations, product changes, and service issues while coordinating related communications.
• Coordinate communications and tasks during service incidents between Operations, Development, and Incident Management teams.

Requirements

• 2+ years of experience as a Zendesk Administrator or deep product knowledge with technical troubleshooting expertise.
• 2-4 years of experience supporting customers on enterprise software.
• 1 year of Enterprise Architecture and 1 year of Technical Architecture experience.
• Experience designing, implementing, supporting, and troubleshooting complex multi-vendor/multi-platform SaaS solutions.
• 1 year of technical troubleshooting experience with HTML, JSON, JavaScript, and RESTful APIs; experience with Java, Ruby, Python, or another modern language is a plus.
• Proven ability to develop positive relationships and coordinate with cross-functional teams, managing competing priorities effectively.
• Self-motivated with a strong sense of responsibility and initiative.
• Willingness to occasionally work outside of business hours or on a weekend rotation as needed.

Nice-to-haves

• Formal presentation skills (QBRs, Scorecard read-outs/development, etc.).
• Innovative thinking with a 'how can we' attitude.
• Strong tools knowledge around GSuite, Slack, Confluence.
• Secondary language skills such as Spanish, French, German, or Portuguese.

Benefits

• Competitive salaries and excellent benefits package including time off, referral bonuses, and educational opportunities for career development.
• Robust corporate social responsibility program for volunteering.
• Plenty of PTO for full-time employees and comfortable office spaces for breaks.
• Wellness programs and access to the Calm app for health and wellness support.
• Dedicated professional development budget and internal programs for skill enhancement.
• 401K match, 16 weeks of maternity/paternity leave, disability and life insurance.