Staff Systems Engineer - Zendesk

Job Description

• Support the day-to-day of our Customer Support systems, including Zendesk configuration, administration, and troubleshooting • Continuously optimize the user experience for our Customer Support teams • Think broadly about processes and their dependencies, and create well-designed solutions beyond the immediate opportunity • Lead the configuration and customization of our Systems to align with business processes and requirements inline with Fivetran’s Feature Development Life Cycle • Troubleshoot any issues that arise, establishing the root cause and implementing a fix within a timely manner • Create and maintain detailed documentation of system processes, configuration, and technical design • Collaborate closely with internal stakeholders to understand Support needs • Assess our existing systems and identify opportunities for improvement and automation • Assist in developing overall Customer Support Systems roadmap recommendations

Qualifications

• 5+ Years experience with Zendesk, including integrations and custom application development • User interface customization and extension • Experience with related capabilities, such as workforce management tooling, triage and routing automation, and knowledge base solutions • Interest in building a fantastic Knowledge-Centered Service experience • Eagerness to learn and stretch beyond your comfort level • Strong communication skills, especially in writing, as we are a globally distributed team • Ability to translate business requirements into technical solutions

Benefits

• 100% employer-paid medical insurance • Generous paid time-off policy (PTO), plus paid sick time, inclusive parental leave policy, holidays, and volunteer days off • RSU stock grants • Professional development and training opportunities • Company virtual happy hours, free food, and fun team-building activities • Monthly cell phone stipend • Recharge, reenergize, and pursue personal and professional goals with a 30-day paid leave after 5 years • Access to an innovative mental health support platform that offers personalized care and resources in areas such as: therapy, coaching, and self-guided mindfulness exercises for all covered employees and their covered dependents