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Tech Ops Associate (Non-US Only)
Posted 2 months agoViewed
💎 Seniority level: Senior, 4+ years
🔍 Industry: Software Development
🏢 Company: Clipboard Health👥 501-1000💰 $30,000,000 Series C about 3 years agoMarketplaceMedicalHealth Care
🗣️ Languages: English
⏳ Experience: 4+ years
Requirements:
- 4+ years experience with Zendesk administration, including extensive customization and integration work.
- Deep technical knowledge of Zendesk's complete product suite and API capabilities.
- Proven experience with Zendesk's advanced features (Custom Objects, Side Conversations, Content Blocks, etc.).
- Strong background in contact center operations and customer service technology (3+ years).
- Demonstrated ability to manage complex technical projects independently.
- Excellence in technical documentation and system architecture design.
Responsibilities:
- Own the complete Zendesk technical roadmap, including feature releases, customizations, and platform evolution.
- Lead technical discovery sessions with stakeholders to identify requirements and translate them into technical solutions.
- Develop and maintain comprehensive technical documentation, including system architecture, integration patterns, and best practices.
- Champion Zendesk best practices across the organization and stay ahead of platform innovations.
- Architect and implement complex workflows, custom objects, and advanced automation rules.
- Design and optimize sophisticated triggers, macros, and business rules to enhance operational efficiency.
- Manage complex API integrations and custom middleware solutions.
- Implement and maintain monitoring and alerting systems.
- Lead technical troubleshooting for critical system issues and integration failures.
- Design and enforce scalable naming conventions and tagging taxonomies.
- Establish and maintain robust security protocols for Zendesk and integrated systems.
- Design permission structures.
- Conduct regular security audits and access reviews.
- Collaborate with cross-functional external teams on compliance initiatives.
- Manage user provisioning and de-provisioning workflows.
- Proactively identify opportunities for system improvements and automation.
- Lead the evaluation and implementation of new Zendesk features and products.
- Design and implement custom solutions using Zendesk's API and development tools.
- Optimize system performance and maintain high availability standards.
- Drive continuous improvement through metrics and performance analytics.
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