Principal Technical Support Engineer

Zendesk; Austin (TX); On-site; USD 80,000 - 120,000; Full time

Job summary

An innovative firm is seeking a support guru who excels in providing technical guidance across multiple communication channels. This role is perfect for someone who thrives on helping customers and colleagues alike, with a strong emphasis on troubleshooting and clear communication. Join a dynamic team that values connection and collaboration while offering the flexibility of a hybrid work environment. If you are passionate about customer service and eager to learn and teach, this opportunity is designed for you. Embrace a fulfilling career path where your contributions significantly impact customer experiences and satisfaction.

Qualifications

• 2+ years of technical support experience with excellent customer service skills.
• Ability to troubleshoot and convey technical jargon effectively.

Responsibilities

• Provide technical guidance through various communication channels.
• Troubleshoot customer issues and empower users with knowledge.

Skills

Technical Support

Customer Service

Troubleshooting

Communication Skills

Empathy

Organizational Skills

Self-Learning

English Fluency

Tools

HTML

XML

JavaScript

CSS

RESTful API

UNIX

Job description

Job Description

We are looking for a support guru who thrives on providing technical guidance through many different channels of communication including messaging (live and asynchronous conversations), email, phone, video conference, forums and social media such as Twitter. You’re a great match if you possess fantastic trouble-shooting skills, are driven to help both external customers and internal colleagues, and have the ability to dive deep into a new product to learn it inside and out.

Required:

• At least 2+ years of technical support experience
• Excellent customer service skills – the ability to be empathetic, accurate, compassionate, responsive, resourceful and conscientious
• Excellent organizational, written and oral communication skills - You must be able to convey technical jargon in a wide-array of syntax from beginner level users to developers in our tickets as well as knowledge base articles
• A strong sense of urgency
• Ability to empower end-users to support themselves using our knowledge base
• Ability to evaluate, troubleshoot, and follow-up on customer issues as well as replicate and document for further escalation
• A desire to learn, master and teach
• Fluent written and spoken in English

Experience/Skills Desired (but not all required):

• Basic knowledge of various mobile platforms; iOS, Android
• Solid technical support experience
• Prior customer service role is essential
• Knowledge of HTML, XML, JavaScript or CSS
• Experience with RESTful API
• Basic understanding of UNIX commands (for search, and other command line features)
• Intermediate understanding of authentication technology (SAML, JWT)
• Basic understanding of how SaaS integrations work
• Experience troubleshooting in a SaaS environment with an assertive deploy schedule

Compensation:

The US annualized base salary range for this position is $80,000.00-$120,000.00. This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives.

Hybrid Work Environment:

In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.

About Zendesk:

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.

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.