Hybrid Technical Support Specialist

Posted last month

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About the role

  • Provide technical guidance through messaging (live and asynchronous conversations), email, phone, video conference, and forums
  • Take ownership of customer issues through resolution; be empathetic, responsive, and resourceful
  • Build trusted relationships at all levels through clear written and verbal communication
  • Prioritize customer escalations, product changes, and service issues while managing related communication and risk mitigation
  • Empower end-users to support themselves using our knowledge base
  • Learn, master and teach across technical fields; collaborate with cross-functional teams
  • Serve as an integral member of a highly technical team dedicated to delivering technical support and guidance

Requirements

  • Four to six years experience supporting customers on enterprise software
  • Experience designing, implementing, supporting, and troubleshooting complex multi-vendor / multi-platform SaaS solutions
  • Knowledge of HTML, JSON, JavaScript, and RESTful APIs
  • Experience with Java, Ruby, Python, or another modern language is a plus
  • Intermediate understanding of authentication technology (SAML, JWT)
  • Proven ability to develop positive relationships and effectively coordinate with cross-functional teams
  • Develop and communicate creative, diplomatic solutions to problems; manage competing priorities on a daily basis
  • Self-motivated, strong sense of responsibility and initiative
  • Must be willing to occasionally work outside of business hours or on a weekend rotation as needed
  • Innovative thinking - “how can we” attitude
  • Strong tools knowledge around GSuite, Slack, Confluence
  • Ability to empower end-users to support themselves using our knowledge base
  • Outstanding communicator, both written and verbal

Benefits

  • This position may also be eligible for bonus, benefits, or related incentives.
  • Our hybrid way of working, enables us to purposefully come together in person... while also giving our people the flexibility to work remotely for part of the week.
  • Remote work options / flexibility
  • Offices reflect the global cities we call home, and have spaces for collaboration, quiet, and events.
  • Connection, collaboration, and learning with your team
  • Zendesk believes in offering our people a fulfilling and inclusive experience and fosters global diversity, equity, & inclusion in the workplace.
  • Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans

Job title

Technical Support Specialist

Job type

Experience level

Mid levelSenior

Salary

$30 - $46 per hour

Degree requirement

No Education Requirement

Location requirements

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