About This Role

Key technical requirements and skills: - Strong proficiency in software integrations, APIs, webhooks, and CRM systems - Experience implementing, supporting, and troubleshooting complex multi-vendor/multi-platform SaaS solutions - Expertise in configuring and customizing Zendesk settings and workflows, including managing security, user permissions, and compliance - Experience in training and coaching internal teams on Zendesk's capabilities - Technical troubleshooting experience with HTML, JSON, JavaScript, and RESTful APIs, with a plus for experience in Java, Ruby, Python, or another modern language Team/project information: - Part of a remote team of global Zendesk implementation resources, including those providing Tier 1 and Tier 2 support - Responsible for the overall support of the Zendesk platform for 50+ customers Unique or notable aspects: - Flexible working hours due

Job Title:

Telecom Support Engineer II (Zendesk Technical Focus)

Job Description

Comprehensive support of the Zendesk platform for 50+ customers. Duties include supporting new implementations, integrations with APIs, adapters, across multiple channels, maintenance activities (scheduled and emergency changes), monitoring of the platform (infrastructure and application components), performing support and administration tasks, and to provide both written and verbal training for end customers during implementation. English language skills are a must. Due to the global nature of the role, candidate needs to be flexible with working hours.

Responsibilities

Overall support of the Zendesk platform, including (but not limited to) the following activities:
Customize and maintain Zendesk settings, including triggers, automations, workflows, and integrations with CRM and communication tools.
Assist cross-functionally to implement new or enhanced features to improve Customer Service/Support
Assist in developing training materials and training users on Zendesk
Assist in building reports and dashboards
Collaborate with IT and Customer Support teams to troubleshoot issues, enhance user experience, and drive continuous improvements.
Stay up to date with Zendesk updates, new features, and industry best practices to continuously enhance our platform.
Be part of a remote team of global Zendesk implementation resources, including those providing Tier 1 and tier 2 support
Own and maintain documentation for Zendesk setup, issue resolution, customizations, etc.
Ability to build and deploy automation (scripts, bots, workflows)
Complete all assigned, mandatory training within the timeframe provided
Conduct and/or participate in regularly scheduled 1:1 meetings with direct manager and/or direct reports

Required Skills :

Strong technical proficiency in software integrations, mainly using APIs, webhooks, and CRM systems.
Strong verbal and written communication skills. (English language is required)
Ability to troubleshoot and resolve complex technical issues related to Zendesk and integrated systems.
High level of customer focus and service excellence.
Comfortable with change and complexity , demonstrating adaptability in a fast-paced global environment.
2-3 yr Experience implementing, supporting, and troubleshooting complex multi-vendor / multi-platform SaaS solutions
2-3 yr Experience managing Zendesk security, user permissions, and compliance settings.
2-3 yr Experience in training and coaching internal teams to maximize Zendesk's capabilities.
2-3 yr Experience as a Zendesk Administrator, with expertise in configuring and customizing Zendesk settings and workflows.
1 – 2 yr technical troubleshooting experience with HTML, JSON, JavaScript, and RESTful APIs is expected, but experience with Java, Ruby, Python, or another modern language is a plus
Innovative thinking - "how can we" attitude

Location:

PHL Work-at-Home

Language Requirements:

Time Type:

Full time2026-04-30

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Originally posted on Himalayas