Principal Technical Support Engineer

Zendesk; Austin (TX); Hybrid; USD 99,000 - 149,000; Full time

Job summary

An innovative company is seeking a Principal Technical Support Engineer to enhance customer experiences through effective support. This role involves troubleshooting technical issues, collaborating with product teams, and providing solutions to customers. The ideal candidate will have a strong background in technical support, excellent communication skills, and a passion for learning new technologies. Join a diverse and inclusive team that values your contributions and offers a hybrid work environment, allowing you to balance in-office and remote work. If you're ready to make an impact in a dynamic setting, this opportunity is for you.

Qualifications

• 4+ years of technical support experience with a customer-centric approach.
• Strong troubleshooting skills and ability to communicate technical concepts.

Responsibilities

• Provide support for Explore and Sunshine Conversation customers.
• Manage customer expectations and communicate complex issues to teams.

Skills

Technical Support Experience

Customer Service Skills

Organizational Skills

Communication Skills

RESTful APIs

JSON

XML

Team Collaboration

Flexibility

Desire to Learn

Tools

Zendesk

Job description

Join to apply for the Principal Technical Support Engineer role at Zendesk.

Job Description

We are looking for someone to be part of a new kind of team - a team that will offer an effortless customer experience by providing support to both our Explore and Sunshine Conversation customers, as well as other emerging products. You will handle traditional support functions through various communication channels and contribute to other projects. Ideal candidates possess excellent troubleshooting skills, a customer-centric mindset, and the ability to learn new products thoroughly.

Required Skills and Experience

• At least 4 years of technical support experience
• Excellent customer service skills: empathetic, accurate, compassionate, responsive, resourceful, and conscientious
• Strong organizational, written, and oral communication skills; ability to explain technical concepts to diverse audiences
• Ability to work independently, manage timelines, and prioritize customer-facing projects
• Experience communicating complex issues to product teams and managing customer expectations
• Deep understanding of RESTful APIs, JSON, and XML
• Effective team collaboration skills (internal & external)
• Ability to present and recommend implementation options to customers
• Flexibility to work evenings and pre-scheduled weekends
• Desire to learn, master, and teach new skills
• Fluent in written and spoken English

Preferred Skills (Not Required)

• Experience as a Zendesk Administrator or with deep product knowledge
• Background in supporting complex SaaS solutions across multiple vendors and platforms
• Network troubleshooting skills: HTTP, DNS, SSL
• Server-side experience with Java, Ruby, or similar languages
• Experience creating training materials for internal or external use
• Ability to develop positive relationships and coordinate with cross-functional teams, managing priorities effectively

The salary range for this US-based role is $99,000 to $149,000 annually, with potential bonuses and benefits. The role is hybrid, requiring some in-office presence as determined by the manager. Zendesk promotes diversity and inclusion and provides accommodations for applicants with disabilities.