Our Professional Services team implements, consults, and advises our wide array of customers as they map any number of business needs to Zendesk. We are entrusted with the relationships, strategy, and product health of thousands of innovative companies using Zendesk, and it is our job to inspire and partner with them as they transform their businesses.
We are looking for a rare person who is technically minded with an eye for beautiful web designs. This person will not only create Technical Design Documents (“TDD”)’s for custom development, but be the primary team member to build out and standardize usage of modern web-design tools within Zendesk Professional Services. You will create Help Center prototypes and interactive mockups using design tools such as Sketch and InVision to propose concepts to our customers.
You will work hand-in-hand with a Zendesk Professional Services Engagement Managers, Developers, and Consultants on various activities within a customer engagement on deliverables requiring web design. You will gather the customer’s functional and technical requirements and map them to your designs which will ultimately be the agreed to specification for Zendesk developers to make a reality! You will have oversight and responsibilities of seeing your design through development, acceptance testing, and customer go-live.  

Responsibilities:

  • Understand, document, and implement customer requirements according to scope. Ask questions and dig into the customer’s use-case, capture the business problem we are solving together, and finally design their Zendesk in order for the customer to be successful.
  • Execute design & configuration sessions with customers (onsite or remote)
  • Produce TDD’s and web design prototypes in accordance with customer needs
  • Per agreed to designs, perform functional testing and work closely with Zendesk developers on defect resolution
  • Support the Consulting team with the functional design & configuration of Zendesk
  • Conduct virtual technical trainings, and knowledge transfer sessions to customers
  • Weekly communication to Engagement Manager on project status, issues, and remaining effort on project deliverables
  • Engage on several paid projects concurrently
  • Maintain technical product expertise across the entire Zendesk product line
  • Respond to high-profile, high-impact customer escalations in a confident manner
  • Gather technical requirements and provide level of effort estimates for customers
  • Requirements:

  • 3 years+ experience with comment web design tools (eg. Sketch, Invision)
  • System and/or Solution Architecture experience
  • Experience with various architectures (Web, Enterprise, SaaS) and methodologies
  • Familiarity with RESTful and JSON API implementation and integration approaches
  • An understanding of customer support processes and infrastructure
  • Excellent instincts and ability to interface at a senior level with ease
  • Excellent communication, interpersonal skills, and eloquent writing skills
  • Passionate about customer service and how it can transform businesses
  • Strong organizational skills and an ability to multitask without getting frazzled
  • Ability to deliver consulting onsite & remotely
  • Bachelor's degree
  • Willing and able to travel domestically/internationally (20%)
  • Nice to have:

  • Familiarity with Zendesk App Framework and related SSO capabilities
  • Familiarity with a frontend programming language/framework (Javascript, Vue.js, Node.js, JQuery, etc)
  • Zendesk Administrator Certification
  • Zendesk App Developer I Certification
  • The best customer experiences are built with Zendesk. Zendesk’s powerful and flexible customer service and engagement platform scales to meet the needs of any business, from startups and small businesses to growth companies and enterprises. Zendesk serves businesses across a multitude of industries, with more than 125,000 paid customer accounts offering service and support in more than 30 languages. Headquartered in San Francisco, Zendesk operates worldwide with 15 offices in North America, Europe, Asia, Australia, and South America. Learn more at www.zendesk.com.
    Interested in knowing what we do in the community? Check out the Zendesk Neighbor Foundation to learn more about how we engage with, and provide support to, our local communities.  
    Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster diversity & inclusion (https://www.zendesk.com/diversity-inclusion/) in the workplace. Individuals seeking employment at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law.
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