Senior Technical Support Engineer

Job DescriptionWe are seeking a support guru based in the Austin, TX or Madison, WI area who thrives on providing technical guidance through various communication channels, including messaging (live and asynchronous), email, phone, video conference, forums, and social media like Twitter. You're a great match if you possess fantastic troubleshooting skills, are driven to help both external customers and internal colleagues, and have the ability to dive deep into a new product to learn it inside and out.Required:At least 2 years of technical support experience

Based in or near Madison, WI or Austin, TXExcellent customer service skills - the ability to be empathetic, accurate, compassionate, responsive, resourceful and conscientious

Excellent organizational, written and oral communication skills - You must be able to convey technical jargon in a wide-array of syntax from beginner level users to developers in our tickets as well as knowledge base articlesA strong sense of urgency

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 escalationA desire to learn, master and teach

Fluent written and spoken in EnglishExperience/Skills Desired (but not all required):Basic knowledge of various mobile platforms; iOS, AndroidSolid technical support experience

Prior customer service role is essential

Knowledge of HTML, XML, JavaScript or CSSExperience with RESTful APIBasic understanding of UNIX commands (for search, and other command line features)Intermediate understanding of authentication technology (SAML, JWT)Basic understanding of how SaaS integrations work

Experience troubleshooting in a SaaS environment with an assertive deploy schedule

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.The US annualized base salary range for this position is $80,000.00-$120,000.00. This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location.

Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives.Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.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 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 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 peopleandplaceszendesk.com with your specific accommodation request.