Principal Technical Support Engineer

We're a technical support team with employees from different areas across APAC. We work in a fast-paced, self-driven support environment utilizing Zendesk to support our customers using Zendesk. We have colleagues based across the globe. Zendesk enables customers to offer iconic support, and our technical support team is adamant about offering iconic support to Zendesk clients with a customer-first approach at all times.

About the Role

We are looking for a tech driven support guru who thrives on providing technical guidance through many different channels of communication, including messaging (live and asynchronous conversations), email, phone, and video conference. You're a great match if you're passionate about owning customer issues to full resolution, possess fantastic technical troubleshooting skills and are eager and curious to be part of a fast growing product. You are driven to help both external customers and internal colleagues and have the ability to dive deep into a new product, learn it quickly and also teach it. At the highest level of our support tier you will have extensive knowledge in several Zendesk product areas, enabling you to work completely independently without needing to hand off tickets to peers in those areas.

What you'll be doing;

• Help customers with their technical questions using Zendesk as a ticketing tool.
• Support multiple customers via different channels while simultaneously assisting colleagues.
• Communicate with different types of customers (Zendesk Admins, Agents, Developers) and convey technical jargon with the customer's understanding in mind through the tickets.
• Troubleshoot complex customer issues using test environments and logging tools.
• Identify and replicate customer issues, educate customers on workarounds while understanding their business needs and issue impacts.
• Determine if reported issues are bugs by checking for known issues and product behaviors.
• Validate tailored documentation and explain relevant steps accurately to customers, ensuring the ability to educate others using the documentation.
• Capable of identifying customer issues with minimal effort, pinpointing issues in previous investigations to speed up identification and troubleshooting.
• Take ownership of highly technical and critical customer issues and guide the customer to resolution.
• Analyse, replicate and locate bugs and work with Engineering to find solutions for the customer.
• Actively engage in urgent bug reports to aid Engineering through service incidents as the technical voice of the customer.
• Collaborate with peers and other departments to find solutions for our customers and partner with external stakeholders if necessary.
• Share your technical knowledge with the greater support team through creating internal documentation, training materials and help drive better customer experience.
• Prioritize and multitask as part of your daily routine.

Who we're looking for;

• At least 8+ years of technical support experience in a similar Software As A Service (SAAS) or similar Cloud product environment.
• Ability to empower end-users to support themselves using our knowledge base.
• Ability to evaluate, troubleshoot, and follow up on customer issues, as well as replicate and document for further escalation.
• Experience in collaborating with other departments such as Product, Engineering, and Sales.
• A drive for learning (self-development), mastering, and teaching.
• A keen eye for process improvement opportunities and the ability to deliver on the changes needed.
• Fluent in both written and spoken English.
• Accessing tools and a complete understanding of how to utilize them in investigations towards solutions, capable of educating others to use the tools.
• Ability to pull logs from internal tools (like Datadog) on customer request, rehydrate logs if needed, and sanitize and filter for customer eyes.
• Ability to go above the technical scope of advocacy if absolutely necessary.

Preferred Technical Skills;

• Experience with Mobile SDK Platforms: Experience with XCode (iOS) and Android Studio.
• Web Technologies: Skilled in HTML, JavaScript, and CSS.
• API Proficiency: Confident in working with RESTful APIs.
• Analytics Tools: Experienced in using tools for troubleshooting or data analysis.
• Chatbots and AI technologies: Familiarity with AI-driven chatbots that utilize machine learning algorithms to effectively manage customer inquiries and seamlessly escalate issues to human agents when necessary.
• UNIX Commands: Basic understanding of UNIX commands for search and other command line features.
• Single Sign-On (SSO) Methods: Solid understanding of SAML, JWT, and third-party providers log in flows.
• SaaS Integrations: Knowledgeable about SaaS integration processes.
• SaaS Environment Troubleshooting: Experience troubleshooting SaaS environments (Zendesk or others).
• Logging Tools: Experienced with using logging tools such as Datadog or Kibana.
• Testing and Troubleshooting: Proficient in using personal or team testing suites/accounts for troubleshooting.
• Zendesk Experience: Nice to have.

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.

Zendesk believes in offering our people a fulfilling and inclusive experience. 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 whilst also giving our people the flexibility to work remotely for part of the week.

Equal Opportunity Statement

As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law. Zendesk is an equal opportunity employer, and we're 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