Technical Architect

This role specifically focuses on our Managed Services team. Our Managed Services team supports customers with subscription services on an ongoing basis, helping them to adopt, expand, optimize, and maintain their use of Zendesk products as their businesses grow and evolve. We function as an extension of their teams, consulting on design and configuration best practices, as well as offering the hands-on support they need to make their vision a reality .

Responsibilities :

As our Technical Architect you will be enrolled in any duties as understanding, detailing, and implementing all customer requirements according to scope. Actively collaborate with customer SMEs to build the best technical solution for integrating Zendesk into customer workflows and processes. Make questions to dig into the customer’s use case, collect, assemble the business problem we are solving together, and finally craft their Zendesk in order for the customer to be successful.

Seek to understand our current & prospective customers’ needs and lead technically oriented customer conversations.

Work collaboratively with Consultant, Support and Account Management teams to position, present and validate implementation solutions to our actual & prospective customers’.

Communicate highly technical concepts to a variety of audiences, including executive-level technical decision-makers.

Provide feedback and prototype ideas from the field to influence product development.

Design, POC and present technical solutions for customer use cases.

Suggest validated workarounds to fill product gaps.

Lead highly technical discussions on a broad variety of technologies.

Requirements :

Excellent analytical skills, including the ability to meet a business requirement with a technical solution.

Strong solution scoping abilities, using our existing solution and influencing new product development.

Experience with RESTful APIs, and experience developing applications on the backend (servers and databases) as well as the client side (Android, Web, iOS, etc).

Experience developing, selling, or supporting SaaS applications;

High energy, passion and positivity - you are someone who sincerely enjoy presenting to and interacting with customers.

Experience in a broad variety of technical concepts (web development, web sockets, mobile development, backend development, automation…)

English proficiency is required.

Nice to Have :

Experience in global teams.

Proficiency in Spanish.

Familiarity with a backend programming language (Ruby, Python, C#, etc.).

Hands-on experience with Zendesk products, implementations, configuration, Apps Framework, and SSO.

Where We Work

Zendesk is not your average tech company. We have all the stuff you’d expect - competitive pay, benefits, appealing offices, snacks, and more. We also have a culture deeply dedicated to enabling conversations and providing appreciative support. We help our staff keep work-life balance, from flexible hours to remote work, to the most dynamic parental leave plans on the market. Our Social Impact team is actively engaged in our community and enables us to invest thousands of hours with local community groups each year. We invest in diversity and inclusion so that our team reflects the diversity of the world around us. We have a whole crew dedicated to ensuring our workplace experience is top notch and welcoming for all.

Please note that anyone hired into this position must be physically located in and plan to work from Mexico City (CDMX) or Mexico State (Estado de Mexico).

Hybrid : In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.

The intelligent heart of customer experience

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.

Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.

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 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.

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