Senior Front - End Engineer responsible for scaling the front - end layer of a B2B SaaS platform used for live rail assistance. Collaborating with cross - functional teams to enhance usability and stability.
About the role
- Zendesk Engineer managing the full Zendesk product lifecycle at Dutch Bros Coffee. Collaborating across business units to implement enhancements and drive automation.
Responsibilities
- Manage the full Zendesk product lifecycle, from roadmap definition to hands-on configuration
- Collaborate with stakeholders across multiple business units to gather requirements
- Implement best practices and deliver integrations that align with operational and business objectives
- Develop and maintain the Zendesk roadmap, ensuring alignment with Technology and operational goals
- Manage configurations, workflows, triggers, automations, AI routing, and knowledge base content to maximize platform performance
- Build and maintain dashboards and reports to measure KPIs, identify trends, and support data-driven decision-making
- Design, implement, and refine automation and AI solutions to streamline ticket handling, improve self-service adoption, and reduce resolution times
- Support and enhance integrations with enterprise systems, ensuring seamless data flow and scalability for future needs
Requirements
- 4+ years of experience in product management, platform ownership, or administration of enterprise SaaS platforms
- At least 3 years dedicated to Zendesk administration and optimization
- Proven track record of managing product roadmaps, gathering requirements, and delivering platform enhancements in complex enterprise environments
- Strong understanding of ITSM processes, internal technology service delivery, and operational support models
- Experience with vendor engagement and partnership for platform enhancements, support escalations, and roadmap planning
- Familiarity with automation, AI-enabled routing, bots, and workflow design within Zendesk or similar platforms
- Zendesk Administrator or Advanced Administrator certification preferred
- Experience designing and deploying AI-driven workflows, bots, and self-service tools to reduce resolution time and improve user experience
- Ability to translate platform data into actionable insights, build custom reports/dashboards, and measure platform performance against KPIs
- Familiarity with integrating Zendesk to enterprise systems via native connectors, middleware, or APIs.
Benefits
- Health insurance
- Paid parental leave
- Education assistance
- Flexible scheduling
- 401K
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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