Technical Architect

TN Germany; Deutschland; Hybrid; EUR 100.000 - 125.000; Vollzeit

Zusammenfassung

An established industry player is seeking a Technical Architect to join their Professional Services team. In this role, you will craft tailored technical solutions that align with each customer's unique business needs. You'll collaborate with a dynamic team, leading design sessions and ensuring successful implementation of Zendesk functionalities. This position offers the flexibility of remote work while providing opportunities to connect in person. If you are passionate about customer service and possess strong technical skills, this role is perfect for you. Join a company that values collaboration and innovation in transforming customer experiences.

Qualifikationen

• 3+ years of experience in system, technical, or solution architecture.
• Familiarity with backend programming languages like Ruby, Python, or C#.

Aufgaben

• Map customer requirements to business goals using Zendesk functionality.
• Produce Technical Design Documents and support custom solution development.

Kenntnisse

German-speaking

System architecture experience

Technical architecture experience

Solution architecture experience

Customer support processes

Excellent communication skills

Organizational skills

Ability to multitask

Passion for customer service

Tools

Postman

Swagger

Figma

Lucid

Jobbeschreibung

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

1. Understanding customer’s functional and technical requirements, with the objective of mapping them to business-minded goals wrapped around Zendesk functionality.
2. Providing recommendations based on your technical knowledge and experience, and being ultimately responsible for definition, documentation, and execution of the appropriate technical solutions.
3. Working 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.
4. Asking questions and digging into the customer’s use-case, capturing the business problem we are solving together, and finally designing their Zendesk in order for the customer to be successful.
5. Leading and/or participating in design and configuration sessions/workshops with customers and partners.
6. Producing Technical Design Documents, Technical Guidance Documents, and Zendesk custom application or integration Specification Documents.
7. Supporting the development and testing of custom solutions, working closely with Zendesk Developers and Quality Assurance Analysts on defect resolution.
8. Supporting the functional design and configuration of Zendesk, working with Zendesk Services Consultants and Engagement Managers.
9. Conducting technical training sessions, handover sessions, and knowledge transfer sessions.
10. Liaising and communicating with the Zendesk Engagement Manager on project status, issues, and remaining effort on project deliverables.
11. Leading, contributing, or participating in several projects concurrently.
12. Maintaining technical product expertise across the entire Zendesk product line.
13. Responding to high-profile, high-impact customer escalations in a confident manner.
14. Supporting the pre-sales team in gathering technical requirements and providing solutions and estimates to customers.

What you bring to the role

• German-speaking
• 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.

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.