Technical Architects are a key part of the Zendesk Professional Services delivery team, crafting technical solutions around every customer's unique business needs and goals.What you will be doingUnderstanding customer’s functional and technical requirements, with the objective of mapping them to business-minded goals wrapped around Zendesk functionality.Providing recommendations based on your technical knowledge and experience, and being ultimately responsible for definition, documentation, and execution of the appropriate technical solutions.Working alongside a Zendesk Professional Services project team - including Engagement Managers, Services Consultants, Developers, Quality Assurance Analysts - on various activities within a customer engagement, acting as the technical solution designer and owner.Asking questions and digging into the customer’s use-case, capturing the business problem we are solving together, and finally designing their Zendesk in order for the customer to be successful.Leading and/or participating in design and configuration sessions/workshops with customers and partners.Producing Technical Design Documents, Technical Guidance Documents, and Zendesk custom application or integration Specification Documents.Supporting the development and testing of custom solutions, working closely with Zendesk Developers and Quality Assurance Analysts on defect resolution.Supporting the functional design and configuration of Zendesk, working with Zendesk Services Consultants and Engagement Managers.Conducting technical training sessions, handover sessions, and knowledge transfer sessions.Liaising and communicating with the Zendesk Engagement Manager on project status, issues, and remaining effort on project deliverables.Leading, contributing, or participating in several projects concurrently.Maintaining technical product expertise across the entire Zendesk product line.Responding to high-profile, high-impact customer escalations in a confident manner.Supporting the pre-sales team in gathering technical requirements and providing solutions and estimates to customers.What you bring to the roleGerman-speaking3+ years system, technical or solution architecture experienceExperience with various architectures (Web, Enterprise, SaaS) and methodologiesExperience with RESTful and JSON API implementation and integration approachesGood understanding of customer support processes and infrastructureExcellent instincts and ability to interface at a senior level with easeExcellent communication, interpersonal skills, and eloquent writing skillsPassionate about customer service and how it can transform businessesStrong organisational skills and an ability to multitask without getting frazzledAbility to deliver consulting onsite and remotelyWilling and able to travel domestically/internationally if neededBasic QualificationsFamiliarity with a backend programming language (Ruby, Python, C#, etc.)Preferred QualificationsExperience on Zendesk configuration and implementation approachesExperience on Zendesk App FrameworkExperience with Zendesk Technical Capabilities (SSO, API, SDKs, etc.)Experience with Design Systems and Tools (Postman, Swagger, Figma, Lucid, etc.)Where we workIn this role, you’ll work primarily remotely with the support of a dynamic and caring team. We’ll provide you with the digital tools and experiences to be together–even when we’re apart. Being digital first doesn’t mean we’re digital only. You’ll also have the flexibility to join us at a Zendesk workspace, in one of our Zendesk offices or our flex office spaces. We will bring our people together on occasion to connect, collaborate, learn, or celebrate in person.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. #J-18808-Ljbffr