Remote Zendesk Engineer - Automations & SLAs Expert

Sequoia Connect LLC; Xico; Remote; MXN 480,000 - 600,000; Full time

Job summary

Sequoia Connect LLC is seeking a Zendesk Specialist to join our remote team. You will configure and optimize Zendesk, develop custom views and automations, and integrate Talk/Chat alongside other tools to support a global client base.

You will design SLAs, train agents, and document best practices, ensuring data privacy and security. English and Spanish proficiency are required for collaboration across international teams.

Qualifications

• Proven experience configuring and managing Zendesk platforms.
• Ability to integrate Zendesk Talk or other telephony systems.
• Ability to integrate with Zendesk Chat or other messaging tools.
• Strong capability in designing and implementing SLAs, ticket workflows, and escalation procedures.
• Experience creating technical documentation and training agents.
• High-performance mindset with resilience and agile delivery focus.
• Technologist DNA with understanding of coding vs engineering.

Responsibilities

• Configure, manage, and optimize Zendesk settings and integrations.
• Develop and maintain custom views, triggers, automations, macros.
• Oversee Zendesk upgrades, testing, and rollout of new features.
• Train new agents and educate existing team members on Zendesk.
• Create documentation and training materials for staff.
• Design and generate reports and dashboards for KPIs.
• Collaborate with leadership to design SLAs and ticket workflows.
• Integrate Zendesk with other tools and platforms.
• Ensure data privacy and security best practices in Zendesk.
• Troubleshoot Zendesk-related issues.

Skills

Zendesk configuration

Zendesk integration

SLA design

Documentation

Training

High-performance mindset

Engineering mindset

English fluency

Tools

Zendesk Talk

Zendesk Chat

Job description

Sequoia Connect LLC is seeking a Zendesk Specialist to join our remote team. You will configure and optimize Zendesk, develop custom views and automations, and integrate Talk/Chat alongside other tools to support a global client base.

You will design SLAs, train agents, and document best practices, ensuring data privacy and security. English and Spanish proficiency are required for collaboration across international teams.