**Who this is for** This role is for a highly technical support engineer dedicated to managing the end-to-end experience for premier enterprise customers by ser
Work type: remote
Location: Austin, Texas, United States of America | Remote, Colorado, United States of America | Remote, California, United States of America
Salary: $82,000 – $124,000/yr
Type: Full-time
**Who this is for** This role is for a highly technical support engineer dedicated to managing the end-to-end experience for premier enterprise customers by serving as their primary point of contact. **Key highlights** You will bridge the gap between customers and internal development teams, handling complex troubleshooting, API/SDK guidance, and coordinating service incident communications. **You might be a good fit if you...** - Have 2-4 years of experience supporting enterprise software, including 1+ years in technical architecture. - Possess hands-on troubleshooting experience with HTML, JSON, JavaScript, and RESTful APIs. - Are a Zendesk platform expert or possess deep administrative product knowledge. - Can effectively manage competing priorities during service outages and customer escalations.
## Job Description
We 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 global 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.
Responsibilities:
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.
[Zendesk](http://www.zendesk.com/company/careers/?utm_source=other&utm_medium=organic&utm_campaign=job-description_Global_2025Q3) 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.
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.