Premier Support Engineer

Zendesk, Inc.; Ciudad de México; Hybrid; MXN 420,000 - 540,000; Full time

Job summary

Zendesk, Inc. is seeking a seasoned Premier customer support expert to set the standard for top-tier service. You will be the primary contact for Zendesk Premier clients, owning issues from start to finish with empathy and a focus on outcomes.

You will primarily support English-speaking customers, leveraging your technical troubleshooting skills across APIs, frameworks, and SDKs to deliver guidance and best practices. Strong communication and cross-functional collaboration are essential.

Qualifications

• 2+ years Zendesk Administrator or deep product knowledge in troubleshooting and Zendesk architecture.
• 2-4 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 SaaS solutions.
• 1 year technical troubleshooting experience with HTML, JSON, JavaScript, and RESTful APIs; Java/Ruby/Python a plus.
• Proven ability to coordinate with cross-functional teams and manage competing priorities.
• Self-motivated with strong sense of responsibility and initiative.
• Willingness to occasionally work outside business hours; limited travel may be requested.

Responsibilities

• Be the designated support contact for Zendesk Premier customers and own issues through resolution.
• Advise on best practices and guidance for APIs, Frameworks, and SDKs.
• Communicate effectively to build trusted relationships at all levels.
• Prioritize escalations, product changes, service issues, and coordinate communications and risk mitigation.
• Step in during incidents to coordinate with Operations, Development, Incident Management, and the customer.

Skills

Zendesk Administrator

Enterprise software support

Enterprise Architecture

RESTful APIs

HTML

JSON

JavaScript

Cross-functional coordination

Initiative

Flexible hours / weekend rotation

Tools

HTML

JSON

JavaScript

RESTful APIs

Job description

Job Description

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 bring 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.

This role will be primarily supporting English speaking customers. Fluency in English is a requirement.

Responsibilities:

• 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 customers’ eyes.

• You provide guidance and best practice advice while answering product and developer oriented questions relating to our APIs, Frameworks, and SDKs.

• You are an outstanding communicator, both written and verbal — you get your message across simply and build trusted relationships at all levels.

• You are 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 step in during service incidents to coordinate communications and tasks between our Operations, Development, and Incident Management teams, as well as the customer.

Required Skills:

• Experienced (2+ years) Zendesk Administrator or has deep product knowledge defined as technical troubleshooting expertise, clear understanding of Zendesk architecture, and the ability to view technical issues at the “macro” level
• Two to four years experience supporting customers on enterprise software
• 1 yr Enterprise Architecture / 1 yr Technical Architecture experience
• Experience designing, implementing, supporting, and troubleshooting complex multi-vendor / multi-platform SaaS solutions
• 1 yr technical troubleshooting experience with HTML, JSON, JavaScript, and RESTful APIs is expected, but experience with Java, Ruby, Python, 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
• Must be willing to occasionally work outside of business hours or on a weekend rotation as needed; limited travel may be requested to attend customer meetings

Requested Skills:

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

#LI-MR7

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).

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.

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.

As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law.

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 [e-mail] with your specific accommodation request.