Technical Support Engineer

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The best Customer Experiences are built with Zendesk. Our powerful platform facilitates customer interactions across phone, messaging/chat, email and social media, and is designed to grow and scale so it works for companies of any size - from startup to enterprise. 

When our customers have questions about any of our products, they turn to our internal team of Technical Support Engineers who are wizards at helping them figure out what they need to improve their support operations, fast 

Zendeskâs Technical Support Engineers are a team of strong analytical and technically minded people with fantastic troubleshooting skills. We are driven to help customers and can dive deep into learning a new product inside and out...sound familiar?
 

We are looking for a Technical Support Engineer to become a Zendesk guru for our customers. You'll be providing top-notch support through many different channels of communication, including email, phone, chat, forums and social media such as Twitter and Facebook.

• Provide technical support to customers via live messaging/chat and email, including resolution of escalated issues.

• Troubleshoot and resolve complex technical issues related to Zendesk's multi-product platform.

• Collaborate with less experienced colleagues to provide mentoring and support.

• Drive product improvement by identifying and proposing solutions to problems.

• Be a Zendesk ambassador within the company, helping to ensure that all internal departments are successful.

• More than 3 years technical support experience. Software/SaaS product support experience is preferred.

• Proven ability to support and troubleshoot complex issues

• In-depth problem analysis of Zendesk products and integrations

• Experience with Swarming support, common help desk/ticketing solutions, JavaScript, APIs, integrations, Help Centres/knowledge bases, web widgets, SDKs, analytics, and logs searches

• Understanding of Enterprise and SMB landscape, consultative approach, and ability to optimize customer experience for both segments

• Proficiency in Mandarin and English, strong communication skills including technical writing ability.

In this role, youâll work primarily remotely with the support of a dynamic and caring team. Weâll provide you with the digital tools and experiences to be togetherâeven when weâre apart. Being digital first doesnât mean weâre digital only. Youâll also have the flexibility to join us at a Zendesk workspace, in one of our Zendesk offices or our flex office spaces. We will bring our people together on occasion to connect, collaborate, learn, or celebrate in person.

If this sounds like you, then we believe you'd be a phenomenal match Youâll be part of an outstanding culture that is contributing to customer retention and expansion.

#LI-MJ1

About Zendesk - Champions of Customer Service

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. We advocate for digital first customer experiencesâand we stick with it in our workplace. Over 5,000 employees worldwide have the flexibility to choose where they work. The fact is, we know great work happens anywhere. Whether youâre collaborating from your home office, a Zendesk workspace, or the kitchen table, youâre part of one team at Zendesk.

Zendesk is an equal opportunity employer, and weâre 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 peopleandplaces@zendesk.com with your specific accommodation request.

Zendesk crée des logiciels pour de meilleures relations avec les clients. Nous donnons aux organisations le pouvoir d'améliorer l'engagement envers leurs clients et de mieux les comprendre. Les produits de Zendesk sont faciles à utiliser et à implémenter. Ils donnent à nos clients la souplesse d'agir rapidement, la possibilité de se concentrer sur l'innovation et de suivre la croissance de l'entreprise.

Plus de 150 000 clients payants utilisent les produits Zendesk dans plus de 150 pays et territoires. Situé à San Francisco, Zendesk est actif aux Ãtats-Unis, en Europe, en Asie, en Australie, et en Amérique du Sud.

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