Zendesk Developer

Medline; Maharashtra; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Medline in Maharashtra, India seeks a Zendesk Developer with 3–6 years of hands-on experience to support the implementation, configuration, and evolution of Zendesk solutions across our support ecosystem.

You will partner with Support Operations, IT, and Product teams to translate business requirements into scalable workflows, automation, and integrations that improve agent efficiency and customer experience.

Qualifications

• 3–6 years hands-on Zendesk experience in implementation, configuration and customization.
• Strong proficiency in JavaScript, HTML and CSS; ability to build Zendesk apps.
• Experience with Zendesk APIs, webhooks, and third‑party integrations.
• Understanding of customer support operations and agent productivity metrics.
• Familiarity with SDLC and Agile delivery and documentation practices.
• Working knowledge of at least one backend technology (PHP or .NET preferred).

Responsibilities

• Lead Zendesk configuration and enhancements (Support, Guide, Talk/Chat) per requirements.
• Develop and customize Zendesk apps using JavaScript, HTML, CSS with maintainable patterns.
• Administer Zendesk instances: provisioning, roles, groups, and governance.
• Design and maintain automations for routing, escalation, and SLAs.
• Build reusable workflows and forms to support multiple regions.
• Implement integrations via Zendesk REST APIs/webhooks and support SSO.
• Own release execution from design to deployment and rollback planning.
• Monitor health, troubleshoot incidents, and perform root‑cause analysis.
• Document configurations, changes, and runbooks for cross‑functional teams.

Skills

Zendesk

JavaScript

HTML

CSS

APIs & webhooks

SDLC & Agile

Education

Bachelor's degree

Tools

Zendesk Support/Guide/Explore

Zendesk Apps Framework (ZAF)

REST APIs

Git

Job description

We are looking for a skilled Zendesk Developer with 3–6 years of experience to support the implementation, configuration, and ongoing evolution of Zendesk solutions across our support ecosystem. In this role, you will partner with Support Operations, IT, and Product teams to translate business requirements into scalable workflows, automation, and integrations that improve agent efficiency and customer experience. You will own end-to-end delivery—from solution design and development through testing, deployment, documentation, and post-go-live optimization—ensuring the platform remains stable, secure, and aligned with operational KPIs (SLA adherence, first response time, resolution time, and CSAT).

Key Responsibilities

• Lead Zendesk configuration and enhancements (Support, Guide, Talk/Chat as applicable) based on business requirements and best practices.
• Develop and customize Zendesk apps using JavaScript, HTML, and CSS; follow maintainable patterns, version control, and review practices.
• Administer Zendesk instances: user/agent provisioning, roles and permissions, groups, organizations, business rules governance, and environmental hygiene.
• Design and maintain automations including intelligent ticket routing, escalation paths, and SLA policies.
• Build reusable workflows and forms (ticket fields, dynamic content, conditional logic) to support multiple lines of business and regional processes.
• Implement integrations using Zendesk REST APIs/webhooks and middleware when needed; support SSO and user identity mapping.
• Own release execution: requirement clarification, solution design, development, unit/system testing, UAT support, deployment, and rollback planning.
• Monitor platform health and troubleshoot incidents; perform root‑cause analysis and deliver fixes that prevent recurring issues.
• Collaborate with cross‑functional teams and maintain clear documentation for configurations, changes, and runbooks.

Required Skills

• 3–6 years of hands‑on Zendesk experience in implementation, configuration, and customization in a production environment.
• Strong proficiency in JavaScript, HTML, and CSS; ability to build and maintain Zendesk apps and lightweight frontend components.
• Experience with Zendesk APIs, webhooks, authentication, and integrations with third‑party systems (CRM, order systems, etc.).
• Solid understanding of customer support operations: ticket lifecycle, escalation management, SLAs, knowledge base concepts, and agent productivity metrics.
• Strong analytical and problem‑solving skills with the ability to debug complex workflow/integration issues and communicate findings clearly.
• Familiarity with SDLC and Agile delivery (user stories, estimation, sprint execution, UAT, release management) and documentation best practices.
• Working knowledge of at least one backend technology (PHP or .NET preferred) to support integrations, middleware, or internal tooling.

Preferred Skills

• Experience with Zendesk Explore (reporting/dashboards) and an understanding of KPI instrumentation.
• Knowledge of SSO standards and identity providers (Azure AD or similar).
• Experience with CI/CD, environment promotion, and source control (Git) for app/deployment workflows.
• Prior experience in a high‑volume support environment (B2C/B2B) with multi‑brand or multi‑region setups.

Communication

Ability to explain complex technical concepts to diverse stakeholders with clarity, including translating business needs into technical solutions and documenting decisions for future reference.

Qualifications

• Bachelor’s degree in computer science, Information Technology, or equivalent practical experience.
• Demonstrated experience delivering platform enhancements with measurable operational impact (automation, reduced handle time, improved routing accuracy, etc.).

Tools & Tech Stack

• Zendesk Support, Guide, Explore (as applicable)
• Zendesk Apps Framework (ZAF), JavaScript/HTML/CSS
• REST APIs, webhooks, JSON
• Git and standard code review practices