The best Customer Experiences are built with Zendesk. Our powerful platform facilitates customer interactions across phone, messaging/chat, email and social media, and is designed to grow and scale so it works for companies of any size - from startup to enterprise.

　　When our customers have questions about any of our products, they turn to our internal team of Technical Support Engineers who are wizards at helping them figure out what they need to improve their support operations, fast!

　　Zendesks Technical Support Engineers are a team of strong analytical and technically minded people with fantastic troubleshooting skills. We are driven to help customers and can dive deep into learning a new product inside and out...sound familiar?

　　We are looking for a Technical Support Engineer to become a Zendesk guru for our customers. You'll be providing top-notch support through many different channels of communication, including email, phone, chat, forums and social media such as Twitter and Facebook.

　　What you will be doing

　　Provide technical support to customers via live messaging/chat and email, including resolution of escalated issues.Troubleshoot and resolve complex technical issues related to Zendesk's multi-product platform.Collaborate with less experienced colleagues to provide mentoring and support.Drive product improvement by identifying and proposing solutions to problems.Be a Zendesk ambassador within the company, helping to ensure that all internal departments are successful.

　　What you bring to the role

　　More than 3 years technical support experience. Software/SaaS product support experience is preferred.Proven ability to support and troubleshoot complex issuesIn-depth problem analysis of Zendesk products and integrationsExperience with Swarming support, common help desk/ticketing solutions, JavaScript, APIs, integrations, Help Centres/knowledge bases, web widgets, SDKs, analytics, and logs searchesUnderstanding of Enterprise and SMB landscape, consultative approach, and ability to optimize customer experience for both segmentsProficiency in Mandarin and English, strong communication skills including technical writing ability.

　　Where we work

　　In this role, youll work primarily remotely with the support of a dynamic and caring team. Well provide you with the digital tools and experiences to be together-even when were apart. Being digital first doesnt mean were digital only. Youll also have the flexibility to join us at a Zendesk workspace, in one of our Zendesk offices or our flex office spaces. We will bring our people together on occasion to connect, collaborate, learn, or celebrate in person.

　　If this sounds like you, then we believe you'd be a phenomenal match! Youll be part of an outstanding culture that is contributing to customer retention and expansion.

　　#LI-MJ1

　　The intelligent heart of customer experience

　　Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love. We advocate for digital first customer experiences-and we stick with it in our workplace. Over 5,000 employees worldwide are collaborating from kitchen tables, home offices, coworking spaces, and Zendesk workspaces to make one team.

　　Zendesk is an equal opportunity employer, and were proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees 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, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.

　　Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to [email protected] with your specific accommodation request.