Senior TS Operations Engineer - Zendesk

Datadog; New York (NY); Hybrid; USD 110,000 - 162,000; Full time

Job summary

Datadog is seeking a Senior Technical Solutions Operations Engineer to enhance its global Zendesk environment. This role involves optimizing support systems, implementing automation, and collaborating with various teams to improve customer experience. Ideal candidates will have significant experience with Zendesk and a strong technical background.

Benefits

Onboarding and mentorship programs

Stock options and employee stock purchase plans

Professional development and career growth opportunities

Inclusive culture with community engagement

Qualifications

• 4–6+ years of experience administering Zendesk in a global SaaS environment.
• Experience supporting or implementing AI/automation in support contexts.
• Strong understanding of API integrations.

Responsibilities

• Administer and optimize Zendesk Support and integrations.
• Design scalable workflows and automations.
• Collaborate with cross-functional teams for system integration.

Skills

API integrations

Automation platforms

Analytical skills

Communication

Documentation skills

Education

Engineering degree in computer science or information systems

Tools

Zendesk

Metabase

Tableau

Job description

We are seeking a Senior Technical Solutions Operations Engineer (Sr TSOE) to join our Technical Solutions Operations (TSO) team. This role involves leading the configuration, optimization, and governance of our global Zendesk environment. Supporting a highly technical, enterprise-grade customer base, the position requires deep hands-on expertise, systems-level thinking, and process automation. You will implement platform enhancements, automation initiatives, and serve as a key liaison across Global Support, TSO, and the Zendesk account team.

Key Responsibilities:

1. Administer and optimize Zendesk Support, integrations, and custom apps.
2. Design and maintain scalable workflows, triggers, SLAs, and automations, using process mapping and root cause analysis to improve support delivery.
3. Collaborate with cross-functional teams to integrate Zendesk with internal systems (e.g., Jira, Salesforce, Slack, SSO, analytics platforms).
4. Contribute to the evaluation and deployment of AI-powered tools to enhance agent productivity and customer experience.
5. Partner with Support, IT, and Engineering to identify automation opportunities and implement solutions using APIs or middleware (e.g., Workato).
6. Manage roles, groups, and permissions across a global user base, ensuring compliance with data privacy and security standards (e.g., SOC 2, GDPR).
7. Monitor system performance and data integrity; lead change control and platform governance.
8. Lead cross-functional process reviews and implement improvements using methodologies like Lean or SIPOC.
9. Provide troubleshooting support and lead Zendesk training as needed.
10. Stay current on Zendesk and industry innovations; contribute to roadmap planning, feature evaluation, and system upgrades.
11. Collaborate with vendors and Zendesk representatives to manage escalations and influence product development.
12. Work a hybrid model of 3-5 days in the office per week.

Qualifications:

• 4–6+ years of experience administering Zendesk and integrating it with enterprise platforms in a global SaaS environment.
• Engineering degree in computer science, information systems, or equivalent.
• Experience supporting or implementing AI/automation in support contexts.
• Strong understanding of API integrations and automation platforms; familiarity with middleware and REST APIs.
• Knowledge of ITIL, data governance, and compliance standards.
• Ability to operate independently while contributing to strategic planning.
• Excellent analytical, communication, and documentation skills.
• Experience with support data analytics and reporting tools (e.g., Metabase, Tableau) is a plus.

We value diversity and encourage passionate individuals to apply, even if they don't meet all qualifications on day one.

Benefits and Growth:

• Onboarding and mentorship programs
• Stock options and employee stock purchase plans
• Professional development and career growth opportunities
• Inclusive culture with community engagement

Benefits may vary by country and employment type.

Datadog offers a competitive salary range of $110,500 — $161,500 USD along with comprehensive benefits, including healthcare, 401(k), paid time off, and more.

Join Datadog to be part of a global SaaS leader dedicated to innovation, growth, and employee development.

Equal Opportunity:

Datadog is an Affirmative Action and Equal Opportunity Employer, committed to diversity and inclusion in the workplace.