About the Role

The Zendesk Administrator - Customer Support Systems will be responsible for working across teams and organizations to ensure that the architecture and design are of high quality, stable, scalable, and reliable. You would drive the technical design and best engineering practices through design reviews, architecture reviews, user validation activities, and business customer interactions. 

The candidate will be responsible for identifying and implementing process improvements in the customer support domain. A strong expertise in Zendesk for service CRM will be key to success in this role.

This is a multi-faceted role where you will work multi-functionally with our Customer Support, SalesOps, OrderOps, PeopleOps, Legal, Workplace, Customer Success, Product, Growth, Marketing, and Finance teams. 

This role is open to candidates residing in Canada, Mexico, or the US except the San Francisco Bay Area (125 mi. radius from 1 De Haro St, San Francisco) and NYC Metro Area (50 mi. radius from 131 W 55th St, New York).

You should apply if:

• You want to impact the industries that run our world: Your efforts will result in real-world impact—helping to keep the lights on, get food into grocery stores, reduce emissions, and most importantly, ensure workers return home safely.
• You are the architect of your own career: If you put in the work, this role won’t be your last at Samsara. We set up our employees for success and have built a culture that encourages rapid career development, countless opportunities to experiment and master your craft in a hyper growth environment.
• You’re energized by our opportunity: The vision we have to digitize large sectors of the global economy requires your full focus and best efforts to bring forth creative, ambitious ideas for our customers.
• You want to be with the best: At Samsara, we win together, celebrate together and support each other. You will be surrounded by a high-caliber team that will encourage you to do your best. 

Click here to learn about what we value at Samsara. 

In this role, you will: 

• Manage, design, configure, test, deploy, and support the Customer Support ecosystem comprised of Zendesk, Twilio, Assembled, AgentConnect, and many other technologies
• Partner with Business Systems Analysts and Product Managers to shape product definition and requirements so that configurations or interfaces can be built in a flexible, extensible, and robust way in addition to assisting in driving technology vision, strategy, and roadmap to build enterprise capabilities (scalability, fault tolerance, extensibility, maintainability, etc.)
• Lead and mentor technical teams in a continuous Agile approach of integration dev/deploy format
• Create, update, and manage tasks & stories in JIRA to support day-to-day requests, system issues, and timelines
• Support with high expectations and provide feedback on configuration, code, and architectural approaches implemented by the team
• Implement critical interfaces and complex modules of the systems and features while assisting the business and tech teams with disassembling, designing, and configuring Zendesk to meet and address technical requirements and resolve current process issues
• Maintaining multiple sandboxes and keeping them up to date with code, configuration, and data
• Onboarding and offboarding users and maintaining roles and permissions
• Monitor any incidents/outages with Zendesk and share with the audience while taking ownership of the resolution
• Partner with the software vendors, staying up to date on the new features and technologies, driving and performing the assessment of features for business applicability, and implementing the features.
• Implement state of art monitoring to maintain the systems 100% up time
• Provide on-call support as per the team roster
• Champion, role model, and embed Samsara’s cultural principles (Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, Win as a Team) as we scale globally and across new offices

Minimum requirements for the role:

• 4 years of Zendesk experience as an administrator of the system
• Ability to translate business requirements into technical deliverables
• Strong experience and understanding of Zendesk and out-of-the-box features and capabilities
• Previous hands-on experience developing mid-tier API systems merging different third-party systems together. Experience with the Zendesk API suite is a huge plus
• Ability to write technical specifications, define business solutions, and convey ideas to business users in a meaningful yet insightful manner is extremely important
• Self-starter, self-motivated, able to work independently, prioritize effectively, and perform multiple tasks under minimal supervision
• Excellent communication skills and proven success in a dynamic and collaborative environment
• Strong problem-solving skills
• Bachelor's degree in Computer Science or equivalent
• Experience with Python and/or JavaScript and at least one public cloud platforms such as AWS, Azure, Google, Rackspace, or other related cloud platforms

An ideal candidate also has:

• Highly organized, detail-oriented, and able to work independently
• Certifications: Scrum certification, Zendesk Support Administrator Expert
•  Solid understanding of Zendesk Explore
• Experience in developing and supporting data warehouses, business intelligence, and other dashboard/reporting