Staff Systems Engineer - Zendesk
Fivetran
- Oakland, CA
- Permanent
- Full-time
- Support the day-to-day of our Customer Support systems, including Zendesk configuration, administration, and troubleshooting
- Continuously optimize the user experience for our Customer Support teams
- Think broadly about processes and their dependencies, and create well-designed solutions beyond the immediate opportunity
- Lead the configuration and customization of our Systems to align with business processes and requirements inline with Fivetran's Feature Development Life Cycle
- Troubleshoot any issues that arise, establishing the root cause and implementing a fix within a timely manner
- Create and maintain detailed documentation of system processes, configuration, and technical design
- Collaborate closely with internal stakeholders to understand Support needs
- Assess our existing systems and identify opportunities for improvement and automation
- Assist in developing overall Customer Support Systems roadmap recommendations
- 5+ Years experience with Zendesk, including integrations and custom application development
- User interface customization and extension
- Experience with related capabilities, such as workforce management tooling, triage and routing automation, and knowledge base solutions
- Interest in building a fantastic Knowledge-Centered Service experience
- Eagerness to learn and stretch beyond your comfort level
- Strong communication skills, especially in writing, as we are a globally distributed team
- Ability to translate business requirements into technical solutions