Premier Support Engineer

Job Description:You are the designated support contact for Zendesk's Premier customers. You take ownership of customer issues through resolution, are empathetic, responsive, resourceful, and see the support experience through our customers' eyes. You provide guidance and best practice advice while answering product and developer oriented questions relating to our APIs, Frameworks, and SDKs. You are an outstanding communicator, both written and verbal — you get your message across simply and build trusted relationships at all levels. You can juggle customer escalations, product changes, and service issues while managing related communication, technical account management, and risk mitigation. You step in during service incidents to coordinate communications and tasks between our Operations, Development, and Incident Management teams, as well as the customer. Requirements:Experienced (2+ years) Zendesk Administrator or has deep product knowledge defined as technical troubleshooting expertise, clear understanding of Zendesk architecture, and the ability to view technical issues at the "macro" level Two to four years experience supporting customers on enterprise software 1 yr Enterprise Architecture / 1 yr Technical Architecture experience Experience designing, implementing, supporting, and troubleshooting complex multi-vendor / multi-platform SaaS solutions 1 yr technical troubleshooting experience with HTML, JSON, JavaScript, and RESTful APIs is expected, but experience with Java, Ruby, Python, or another modern language is a plus 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, and possess a strong sense of responsibility and initiative Must be willing to occasionally work outside of business hours or on a weekend rotation as needed; limited travel may be requested Formal presentation skills (QBRs, Scorecard read-outs/development. etc.) Innovative thinking - "how can we" attitude Strong tools knowledge around GSuite, Slack, Confluence Secondary language such as Spanish, French, German or Portuguese welcome Benefits:Flexible working hours Professional development opportunities