Zendesk Engineer (5-18 yrs)

Company Description :

MOURI Tech is a Global Enterprise Solutions Provider that offers innovative and agile service and delivery-centric solutions to customers worldwide.

We are committed to transforming companies into intelligent, resilient, and future-ready enterprises.

With a noteworthy presence in both private and public sectors, our clientele includes Fortune 500 and top global MNCs.

MOURI Tech specializes in solving complex business problems and innovating new products while delivering a rewarding customer experience.

Our expertise lies in Enterprise Transformation, Application Implementation and Integration, Application Development, Cloud Strategy Development and Deployment, Advanced Analytics, Management Consulting, and Application Maintenance and Support initiatives.

Our quality compliance and delivery excellence are showcased through our CMMI DEV/5 certification and various other certifications, proving MOURI Tech is a trusted and sought-after business partner.

We pride ourselves on our professional attitude, subject expertise, and excellence in a plethora of business segments.

Job Summary & Responsibilities :

Key Responsibilities :

- Design, configure/develop, test, deploy, and support the various business projects in a Zendesk environment.

- Proven experience with implementations of multiple business threads in a dynamic business setting is a must.

- Implementation of the 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.

- Developing mid-tier API systems merging different third-party systems together.

- Experience with the Zendesk API suite is a huge plus

- Developing and supporting data warehouses, business intelligence, and other dashboards/reporting is required.

- A solid understanding of "Zendesk Explore" is a huge plus.

- Configuring Zendesk Help Center/Guide.

- 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 building enterprise capabilities (scalability, fault tolerance, extensibility, maintainability, etc.)

- Work closely with internal stakeholders & business to design, develop, and implement solutions for Customer Support operations using Zendesk

- Be the point of contact for the zendesk development regarding all Customer Support related development processes.

- Mentor, develop and train Junior developers.

- Champion, role model, and embed 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 :

- 5+ years of software development experience building and scaling enterprise customer-facing products and services.

- 2+ years of designing, configuring and developing on the Zendesk customer support SaaS platform.

- Experience with Zendesk App development is a huge plus.

- Experience building zendesk solutions, microservices and customer-facing APIs.

- The ability to write technical specifications, define business solutions, and convey ideas to business users in a meaningful yet insightful manner is extremely important.

- Must have a track record of building, deploying, and scaling distributed, highly available, large-scale, high-performing multi-tenant SaaS applications.

- Strong problem-solving and analytical skills with the ability to design complete solutions which are simple yet effective and very scalable.

- Previous experience handling and supporting mission-critical enterprise systems.

- The ability to diagnose and respond to interruptions and critical issues in a timely manner is of vital importance.

- Customer-first, build for a long-term mindset with the ability to make practical decisions when working through configuration choices.

- Experience with Python, JavaScript, and at least one public cloud platform such as AWS, Azure, Google, Rackspace, or other related cloud platforms.

- BS/MS in Computer Science/Engineering, or equivalent technical experience.

An ideal candidate also has :

- Certifications : Zendesk Support Administrator Expert Certification, Scrum certification