Technical Architect

Why This Role Why Now

As a Technical Architect at Zendesk, you aren't just writing code; you are the ultimate technical authority for our most strategic global customers . Joining our Professional Services & Global Engagement team means you will lead the technical strategy to solve complex business problems using sophisticated architectural design and seamless system integrations. In an era of AI-driven customer experience, you will ensure our clients technical foundations are robust, scalable, and built for success.

Who we're looking for

We seek a high-energy, analytical problem-solver who thrives at the intersection of technology and human interaction. You are someone who sincerely enjoys presenting to and interacting with customers, possessing the technical curiosity to dig into a use case and uncover the root business challenge. You bring a unique mix of technical consulting savvy and full-stack programming expertise, allowing you to act as a trusted advisor to both specialized engineers and C-suite executives.

What you'll be doing

• Customer Solutioning: Actively collaborate with customer SMEs to understand, detail, and implement technical requirements according to project scope.
• Technical Discovery: Lead technically-oriented customer conversations to collect and assemble business problems into a high-performing Zendesk instance.
• Architectural Leadership: Design, prototype, and present Proof of Concepts (POCs) to demonstrate feasibility and address specific customer use cases.
• Cross-Functional Collaboration: Partner with Consultant, Support, and Account Management teams to validate implementation solutions for current and prospective customers.
• Strategic Influence: Provide feedback and prototype ideas from the field to influence the internal Zendesk product development roadmap.
• Complexity Management: Identify and suggest validated technical workarounds to fill product gaps, ensuring long-term customer success.

What you bring to the role

• Analytical Excellence: Proven ability to meet complex business requirements with creative and effective technical solutions.
• Solution Scoping: Expert-level ability to scope technical projects, focusing on backend/frontend integrations and API-driven architectures.
• Consultative Approach: A background in professional services or consulting, with a focus on delivering value-based solution presentations.
• Communication Mastery: Exceptional skills in simplifying highly technical concepts for varied audiences, including executive-level decision-makers.
• Technical Versatility: A substantial understanding of web development, mobile development, backend systems, and automation.

Basic Qualifications

• Bachelor's Degree (or equivalent professional experience).
• 6+ years of professional work experience.
• Experience in the computer software (SaaS) industry, specifically in delivering consulting or implementation services.
• Hands-on programming experience with languages such as Ruby, Python, Java, C#, or JavaScript.
• Deep experience with RESTful APIs and developing applications on the backend (servers/databases) and client-side.
• Able to work at the office 3x in a week and to work in the evening (AMER time) and shifting work schedule (AMER, APAC, EMEA).

Preferred Qualifications

• Zendesk Expert: Hands-on experience with Zendesk implementations, configuration, Apps Framework, and SSO/SAML.
• Certified Professional: Zendesk Administrator Certification and/or Zendesk App Developer 1 Certification.
• Global Experience: Proven track record working within global, cross-functional teams.
• Innovator: Familiarity with sophisticated analytical thought processes and experimental methodologies.

Please note that Zendesk can only hire candidates who are physically located and plan to work from Pune, Maharashtra. Please refer to the location posted on the requisition for where this role is based.

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 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.

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 [Confidential Information] with your specific accommodation request.