Technical Architect

Job Overview As our Technical Architect, you will be enrolled in any duties as understanding, detailing, and implementing all customer requirements according to scope. You will actively collaborate with customer SMEs to build the best technical solution for integrating Zendesk into customer workflows and processes, ask questions to dig into the customer’s use case to collect and assemble the business problem to solve, and craft their Zendesk instance for the customer to be successful. Seek to understand our current & prospective customers’ needs and lead technically oriented customer conversations. Work collaboratively with Consultant, Support and Account Management teams to position, present and validate implementation solutions to our actual & prospective customers. Communicate highly technical concepts to a variety of audiences, including executive-level technical decision-makers. Provide feedback and prototype ideas from the field to influence product development. Design, POC and present technical solutions for customer use cases. Suggest validated workarounds to fill product gaps. Lead highly technical discussions on a broad variety of technologies. Responsibilities Understand, detail, and implement all customer requirements according to scope. Collaborate with customer SMEs to build technical solutions for integrating Zendesk into workflows. Ask questions to uncover customer use cases and assemble the business problem. Craft Zendesk instances for customer success. Lead technically oriented customer conversations and discussions. Collaborate with Consultant, Support, and Account Management teams to position, present, and validate implementation solutions. Communicate highly technical concepts to audiences including executive-level technical decision-makers. Provide feedback and prototype ideas from the field to influence product development. Design, POC and present technical solutions for customer use cases. Suggest validated workarounds to fill product gaps. Qualifications Bachelor's Degree (or equivalent experience) and 1-2+ years of experience delivering consulting services and/or programming experience with languages like Ruby, Python, Java, C#, or JavaScript. Excellent analytical skills, including the ability to meet a business requirement with a technical solution. Strong solution scoping abilities, using our existing solution and influencing new product development. Experience with RESTful APIs, and experience developing applications on the backend (servers and databases) as well as the client side (Android, Web, iOS, etc). Experience developing, selling, or supporting SaaS applications. High energy, passion and positivity – you are someone who sincerely enjoys presenting to and interacting with customers. Experience in a broad variety of technical concepts (web development, web sockets, mobile development, backend development, automation…) Strong communication skills. English proficiency is required. Additional languages are a plus. Nice to Have Experience in global teams. Familiarity with a backend programming language (Ruby, Python, C#, etc.). Hands‑on experience with Zendesk products, implementations, configuration, Apps Framework, and SSO. Zendesk Administrator Certification. Zendesk App Developer 1 Certification. Location and Schedule This role must be physically located in and plan to work from Mexico City (CDMX) or Mexico State (Estado de Mexico). Hybrid: The role 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. Equal Opportunity Employer 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. #J-18808-Ljbffr