Applications Support Engineer managing Cobol and Informix 4 GL applications in a dynamic environment. Involves development, support, and modernization of critical business applications.
About the role
- Enterprise Applications Engineer owning Zendesk platform administration and integration. Collaborating with IT and Customer Support to drive efficient customer service operations.
Responsibilities
- Manage day-to-day administration of Zendesk Support, Guide, Chat/Messaging, Talk, and Explore (or relevant suite products).
- Configure and optimize ticket fields, forms, views, workflows, macros, triggers, automations, SLAs, and business rules.
- Manage user roles, permissions, groups, organizations, and security settings.
- Maintain and enhance the internal/external Knowledge Base (Guide) and self-service experiences.
- Design, build, and maintain integrations between Zendesk and other enterprise systems, custom APIs, SSO solutions like Okta/Entra ID).
- Utilize Zendesk APIs, Webhooks, Zendesk Apps Framework (ZAF), and middleware/tools for bi-directional data sync and process automation.
- Troubleshoot and resolve complex integration issues in a multi-system environment.
- Analyze usage metrics and performance data to identify bottlenecks and drive enhancements that improve agent productivity and customer experience.
- Lead projects to implement new features, AI capabilities (e.g., Answer Bot, AI agents), or process improvements.
- Ensure data quality, governance, and compliance within the platform.
- Develop and maintain custom reports, dashboards, and Explore queries to provide actionable insights to leadership.
- Provide Tier 2/3 technical support and troubleshooting for Zendesk-related issues.
- Train and support internal teams (agents, admins, stakeholders) on best practices and new functionalities.
- Gather requirements from business units and translate them into Zendesk solutions.
- Participate in or lead Zendesk-related projects, upgrades, and migrations in an enterprise context.
- Stay current with Zendesk product updates, features, and best practices.
Requirements
- 3–5+ years of hands-on experience as a Zendesk Administrator, Developer, or Integration Specialist in an enterprise environment (larger scale preferred).
- Strong proficiency in Zendesk configuration, including triggers, automations, SLAs, workflows, and reporting (Explore).
- Experience with Zendesk integrations using APIs, Webhooks, and tools like Zapier, Segment, or custom development.
- Solid understanding of customer support processes and metrics (e.g., CSAT, resolution time, ticket volume).
- Familiarity with enterprise systems and integration patterns (CRM, identity management, databases).
- Technical skills: JavaScript, HTML/CSS (for custom apps/themes), REST APIs, and basic scripting/querying (e.g., SQL for reporting).
- Zendesk Support Admin Certification (or equivalent) is highly preferred; Zendesk Explore or other advanced certifications a plus.
- Excellent problem-solving and troubleshooting abilities.
- Strong communication and collaboration skills - able to work with both technical and non-technical stakeholders.
- Customer-focused mindset with a drive to improve the customer experience.
- Analytical skills for interpreting data and driving decisions.
- Ability to train and develop others to support enterprise applications.
Benefits
- 25 days’ holiday per year, increasing with length of service.
- £500 annual training budget to spend on your professional development.
- Extensive private healthcare, including dental, eyecare and EAP.
- Enhanced sick leave (three months’ pay per year).
- Enhanced maternity and paternity (maternity – 6 months fully paid/paternity – 3 weeks fully paid).
- Death in service insurance cover.
- Fully-paid five-week sabbatical after five years of employment.
- In office wellbeing, such as manicures, massages and barbers.
- Smart employees also enjoy a 50% discount on orders from our sister company Arena Flowers.
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