Support Expert – Premier Technical Support

Job Description

Premier Support Engineer | Zendesk

The Tone:
This is a full-time role at Zendesk, located in Mexico City (CDMX) or Mexico State (Estado de Mexico). Zendesk builds software designed to bring a sense of calm to the chaotic world of customer service, powering billions of conversations for various brands. This role is pivotal in setting the standard for best-in-class customer support, serving as the designated contact for Zendesk’s Premier customers. You will understand customer needs, anticipate their challenges, and advocate internally for solutions to ensure the best possible customer experience.

The TL;DR
• Role: Full Time
• Type: Full-time
• Location: Remote – Mexico

• Team: Highly technical global team supporting Premier customers.
• Mission: To provide best-in-class technical support and advocacy for Zendesk’s Premier customers, solving complex problems and setting support standards.
• Tech Stack: HTML, JSON, JavaScript, RESTful APIs, Java, Ruby, Python, ChatGPT, Gemini, GSuite, Slack, Confluence

What You’ll Actually Do
• Own: Take ownership of customer issues through resolution, providing empathetic, responsive, and resourceful support.
• Advise: Provide guidance and best practice advice on product and developer-oriented questions related to APIs, Frameworks, and SDKs.
• Manage: Master prioritization by juggling customer escalations, product changes, and service issues while managing related communication, technical account management, and risk mitigation.
• Coordinate: Step in during service incidents to coordinate communications and tasks between Operations, Development, and Incident Management teams, as well as the customer.
• Advocate: Be the focal point for major customers, funneling their input back to Zendesk and advocating internally for solutions.

The Must-Haves
• Background: An experienced support expert with deep product knowledge, technical troubleshooting expertise, and a clear understanding of Zendesk architecture for enterprise software. Requires experience with enterprise and technical architecture.
• Experience: Two to four years experience supporting customers on enterprise software, including 2+ years as a Zendesk Administrator or with deep technical product knowledge. Requires 1 year of Enterprise Architecture / 1 year of Technical Architecture experience and 1 year of technical troubleshooting experience with HTML, JSON, JavaScript, and RESTful APIs.
• Skills: Proven ability to develop positive relationships and effectively coordinate with cross-functional teams, communicate creative and diplomatic solutions, and manage competing priorities daily. Must be self-motivated, with a strong sense of responsibility and initiative. Fluency in English is a requirement.
• Bonus: Formal presentation skills (QBRs, Scorecard read-outs/development, etc.), innovative thinking with a “how can we” attitude, and strong tools knowledge around ChatGPT, Gemini, GSuite, Slack, and Confluence. A secondary language such as French, German, or Portuguese is a plus.