Job DescriptionWho we're looking for:We're a multilingual technical support team with employees from different areas of Europe. We work in a fast-paced, self-driven support environment applying Zendesk to support our customers. We have colleagues based across the globe.
We are looking for a Senior Technical Support Engineer who provides technical mentorship through various channels of communication including messaging, email, phone, and video conference. You're a great match if you're a quick learner with fantastic technical troubleshooting skills, driven to help both external customers and internal colleagues.
What you'll be doing:Help customers with their technical questions using Zendesk as a ticketing tool.Support multiple customers via different channels while assisting colleagues.Troubleshoot sophisticated customer issues using test environments and logging tools.Collaborate with peers and other departments to find solutions for our customers.What you bring to the role:At least 4+ years of technical support experience in a similar environment.Customer service skills – empathetic, accurate, compassionate, adaptable, resourceful, and conscientious.Written and oral communication skills - able to convey technical jargon to users of varying levels.Troubleshooting skills - identifying and replicating customer issues, educating customers on workarounds, and assessing reported issues.Organizational skills - prioritizing and multitasking effectively.Ability to empower end-users to support themselves using our knowledge base.Ability to evaluate, troubleshoot, and follow-up on customer issues.Experience collaborating with departments such as Product, Engineering, and Sales.A drive for learning and self-development.A keen eye for process improvement opportunities.Proficient in written and spoken English plus another language desirable (French or German).Experience:Experience with various mobile platforms; iOS, Android.Experience with HTML, JavaScript, or CSS.Confident with RESTful API.Experience with SDK.Experience with analytics tools.Basic understanding of UNIX commands.Solid understanding of Single Sign On methods (SAML, JWT).Knowledge of SaaS integrations.Experience troubleshooting in a SaaS environment.Experience using logging tools such as Datadog or Kibana.Experience working with Zendesk is a plus.Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working enables us to come together in person at our offices while also giving our people the flexibility to work remotely for part of the week.
The intelligent heart of customer experience Zendesk is an equal opportunity employer, committed to fostering global diversity, equity, and inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to any characteristic protected by applicable law.
Zendesk endeavors to make reasonable accommodations for applicants with disabilities. If you require a reasonable accommodation to participate in the selection process, please contact us.
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