Zendesk Technical Architect

Your ITeams Sp. z o.o.; Town of Poland (NY); On-site; USD 47,471 - 79,119; Full time

Benefits offered by this job

Luxmed Gold Extended medical care

Multisport Plus

Job summary

Your ITeams Sp. z o.o. in Cracow is seeking a Zendesk Technical Architect to steer platform direction, integrations and scalability for a global customer support ecosystem.

The role combines design, governance and hands-on leadership across Digital, Product and Engineering teams in a hybrid setup. Responsibilities include owning the Zendesk roadmap, optimizing workflows, and driving AI-driven self-service while maintaining enterprise-grade integrations and standards.

Qualifications

• 7+ years hands-on Zendesk experience, including advanced Zendesk Support.
• Experience with Guide, Explore, Talk, Messaging and Zendesk Custom Objects.
• Proven experience building and maintaining integrations via REST APIs and webhooks.
• Experience operating in enterprise, customer-facing environments and managing platform change at scale.
• Strong English communication skills (C1/C2) to work with global teams.
• Higher education degree.

Responsibilities

• Own the Zendesk platform architecture and lead the roadmap for support systems.
• Design and optimize workflows, ticket routing and automation to improve efficiency and outcomes.
• Lead integrations between Zendesk and CRM, enterprise platforms and third-party services using REST APIs and webhooks.
• Implement AI-driven and self-service capabilities to scale support operations.
• Define governance, platform standards and configuration best practices across teams and regions.
• Drive continuous optimization, monitor performance and propose improvements.
• Collaborate with Digital, Product and Engineering to align changes with business goals.

Skills

Zendesk expertise

APIs & integrations

English communication

Education

Bachelor's degree

Tools

Zendesk Guide

Zendesk Explore

Zendesk Talk

Zendesk Messaging

REST APIs

Webhooks

Job description

We are hiring a Zendesk Technical Architect to shape the future of a global customer support ecosystem for a leading technology organization serving e-commerce, gaming, digital experiences and technology markets. In this strategic role based in Cracow, Poland, the person in this role will drive platform direction, integrations and scalability initiatives, collaborating closely with Digital, Product and Engineering teams. The position is offered as a long-term project and a hybrid working model (preferred 2–3 days/week in the office).

Responsibilities

• Own the Zendesk platform architecture and lead the roadmap for support systems.
• Design and optimize workflows, ticket routing and automation to improve efficiency and customer outcomes.
• Lead integrations between Zendesk and CRM, enterprise platforms and third-party services using REST APIs and webhooks.
• Implement AI-driven and self-service capabilities to reduce friction and scale support operations.
• Define governance, platform standards and configuration best practices across teams and regions.
• Drive continuous optimization initiatives, monitoring performance and proposing improvements.
• Collaborate with cross-functional partners (Digital, Product, Engineering) to align platform changes with business goals.

Qualifications

• Minimum 7 years of hands-on Zendesk experience, including advanced expertise with Zendesk Support.
• Practical experience with Guide, Explore, Talk, Messaging and Zendesk Custom Objects.
• Proven experience building and maintaining integrations via REST APIs, webhooks and related middleware.
• Experience operating in enterprise, customer-facing environments and managing platform change at scale.
• Strong English communication skills (C1/C2 level) to work with global teams.
• Higher education degree.
• Hybrid working model, 2–3 days per week onsite in Cracow
• Unique TEAL culture, relationship- and respect-driven community, non-corporate atmosphere.
• Agile approach and no bureaucracy.
• Outstanding integration trips to various places in Europe for all employees.
• Activities to support your well-being and health.
• Luxmed Gold Extended medical care and Multisport Plus benefit.