Premier Support Engineer

Premier Support Engineer

We are looking for a support expert (Premier Support Engineer) who is ready to set the standard for best‑in‑class customer support. You are the designated support contact for Zendesk's Premier customers, understanding their needs, anticipating challenges, advocating internally, and communicating effectively to provide the best possible customer experience. You are the focal point of a global team for major customers and a funnel for their input back to Zendesk, bringing technical and support expertise to this elite team.

In This Role You Will

• Be an integral member of a highly technical team dedicated to delivering technical support and guidance to Zendesk Premier customers.
• Take ownership of customer issues through resolution, remaining empathetic, responsive, resourceful, and viewing the support experience through our customers’ eyes.
• Provide guidance and best‑practice advice while answering product and developer–oriented questions about APIs, frameworks, and SDKs.
• Communicate clearly, both written and verbal, building trusted relationships at all levels.
• Prioritize effectively, juggling customer escalations, product changes, and service issues while managing communication, technical account management, and risk mitigation.
• Step in during service incidents to coordinate communications and tasks between Operations, Development, and Incident Management teams and the customer.

You Must Have

• 2+ years of experience as a Zendesk Administrator or deep product knowledge with technical troubleshooting expertise and a clear understanding of Zendesk architecture.
• Fluency in English (written and spoken) to support English‑speaking customers within EMEA.
• Two to four years of experience supporting customers on enterprise software.
• Experience with Enterprise Technical Architecture.
• Hands‑on experience designing, implementing, supporting, and troubleshooting complex multi‑vendor/multi‑platform Saa
  S solutions.
• Technical troubleshooting experience with HTML, JSON, Java
  Script, and RESTful APIs; experience with Java, Ruby, Python, or another modern language is a plus.
• Proven ability to develop positive relationships and coordinate with cross‑functional teams, communicating creative, diplomatic solutions to problems and managing competing priorities daily.
• Self‑motivated with a strong sense of responsibility and initiative.
• Willingness to occasionally work outside of business hours or on a weekend rotation as needed; limited travel may be requested.
• Strong presentation skills (QBRs, scorecard read‑outs, development, etc. ).
• Innovative thinking – a "how can we" attitude.

Preferred Skills

• Strong tools knowledge around GSuite, Slack, Confluence.
• Secondary language such as Spanish, French, German or Portuguese is welcome.

Benefits and Culture

Zendesk embraces flexibility with a hybrid model that encourages everyone to come into the office once a week enough to connect, collaborate, and keep our team spirit strong. Our hybrid way of working enables us to purposefully come together in person at one of our many Zendesk offices around the world, to connect, collaborate and learn while also giving our people the flexibility to work remotely for part of the week.

Equal Opportunity Employment

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, and 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, 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 peopleandplaces@zendesk.com with your specific accommodation request.