Technical Support Engineer

Job Description

We are looking for a support specialist who thrives on providing support through different channels of communication including email, phone, chat, forums and social media such as Twitter. You’re a phenomenal match if you possess trouble-shooting skills, are driven to help customers and have the ability to dive deep into a new product to learn it inside and out.

Required:

Excellent customer service skills – ability to be empathetic, accurate, compassionate, responsive, inventive and conscientious.

Excellent organizational, written and oral communication skills and ability to 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.

A passion for social media or web-based software.

An appreciation for easy to use, intuitive software!

Ability to evaluate, solve, and follow-up on customer issues as well as replicate and document for further escalation.

A desire to learn, master and teach.

Experience/Skills Desired (but not all required):

Basic knowledge of mobile platforms; iOS, Android, Windows Phone, Blackberry.

Proven technical support experience.

Prior customer service role is important.

Knowledge of HTML, XML, JavaScript or CSS.

Experience with RESTful API.

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 solving problems in a SaaS environment with a timely deploy schedule.

Zendesk builds software for better customer relationships. It empowers organizations to improve customer engagement and better understand their customers. Zendesk products are easy to use and implement. They give organizations the flexibility to move quickly, focus on innovation, and scale with their growth.

More than 150,000 paid customer accounts in over 150 countries and territories use Zendesk products. Based in San Francisco, Zendesk has operations in the United States, Europe, Asia, Australia, and South America.

Interested in knowing what we do in the community? Check out the Zendesk Neighbor Foundation to learn more about how we engage with, and provide support to, our local communities.

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 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, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law.

By submitting your application, you agree that Zendesk may collect your personal data for recruiting, global organization planning, and related purposes. Zendesk’s Candidate Privacy Notice explains what personal information Zendesk may process, where Zendesk may process your personal information, its purposes for processing your personal information, and the rights you can exercise over Zendesk’s use of your personal information.