About the Role
The role involves maintaining, monitoring, and improving the Zendesk environment to support efficient service delivery and technical reliability.
Responsibilities
- Administer and maintain the Zendesk platform across departments
- Configure and manage user roles, permissions, and access controls
- Troubleshoot technical issues within the Zendesk ecosystem
- Monitor system performance and implement optimizations
- Collaborate with support teams to refine ticketing workflows
- Ensure data integrity and security within the platform
- Deploy updates and patches in coordination with release cycles
- Maintain documentation for configurations and procedures
- Support integration with third-party tools and APIs
- Respond to escalation requests related to system functionality
- Enforce compliance with organizational IT policies
- Assist in onboarding new users and teams to the platform
- Track and report on system usage and performance metrics
- Participate in incident response and resolution efforts
- Evaluate new features and functionality for implementation
Nice to Have
- Zendesk certification or equivalent training
- Hands-on experience with Zendesk Sunshine or Suite products
- Scripting knowledge for automation tasks
- Exposure to ITIL frameworks
- Prior work in customer-facing technical roles
- Familiarity with analytics tools for support platforms
- Experience in high-volume support environments
Compensation
Competitive salary with benefits
Work Arrangement
Hybrid work model
Team
Collaborative IT and support operations team
On-Call Expectations
- Occasional after-hours support may be required
- Rotating on-call schedule applies to critical incidents
Growth Opportunities
- Pathways for advancement in technical operations
- Access to professional development resources
Available for qualified candidates
