Job DescriptionWe are looking for a support expert who is ready to set the standard for best-in-class customer support. You are the designated support contact for Zendesk's Premier customers. You are able to understand customer needs, anticipate their challenges, advocate internally for solutions, and communicate effectively to provide the best possible customer experience. You are the focal point of a integral team to major customers and a funnel for their input back to Zendesk. You bring technical and support expertise to this elite team, whose focus is servicing customers and solving problems, likes a challenge, and wants to set the standard for customer support.This role will be primarily supporting English speaking customers. Fluency in English is a requirement. Responsibilities:You are an integral member of a highly technical team dedicated to delivering technical support and guidance to Zendesk Premier customers.You take ownership of customer issues through resolution, are empathetic, responsive, resourceful, and see the support experience through our customers’ eyes.You provide guidance and best practice advice while answering product and developer oriented questions relating to our APIs, Frameworks, and SDKs.You are an outstanding communicator, both written and verbal — you get your message across simply and build trusted relationships at all levels.You are a master of prioritization. You can juggle customer escalations, product changes, and service issues while managing related communication, technical account management, and risk mitigation.You step in during service incidents to coordinate communications and tasks between our Operations, Development,



and Incident Management teams, as well as the customer.Required Skills:Experienced (2+ years) Zendesk Administrator or has deep product knowledge defined as technical troubleshooting expertise, clear understanding of Zendesk architecture, and the ability to view technical issues at the “macro” levelTwo to four years experience supporting customers on enterprise software1 yr Enterprise Architecture / 1 yr Technical Architecture experienceExperience designing, implementing, supporting, and troubleshooting complex multi-vendor / multi-platform SaaS solutions1 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 plusProven ability to develop positive relationships and effectively coordinate with cross-functional teams; develop and communicatecreative, diplomatic solutions to problems; manage competing priorities on a daily basisSelf-motivated, and possess a strong sense of responsibility and initiativeMust be willing to occasionally work outside of business hours or on a weekend rotation as needed; limited travel may be requested to attend customer meetingsRequested Skills:Formal presentation skills (QBRs, Scorecard read-outs/development. etc.)Innovative thinking - “how can we” attitudeStrong tools knowledge around ChatGPT, Gemini, GSuite, Slack, ConfluenceSecondary language such as French, German or Portuguese is a plus#LI-MR7Please note that anyone hired into this position must be physically located in and plan to work from Mexico City (CDMX) or Mexico State (Estado de Mexico).

📌 Premier Support Engineer (Jalisco)
🏢 Zendesk
📍 Jalisco