Technical Support Engineer

Job Description

Job Description

We are looking for a support guru (German speaking) who thrives on providing technical guidance through many different channels of communication including messaging (live and asynchronous conversations), email, phone, video conference, and forums. You are able to understand customer needs, anticipate their challenges, advocate internally for solutions, and communicate effectively to provide the best possible customer experience. You bring technical and support expertise to this team, whose focus is servicing customers and solving problems, likes a challenge, and wants to set the standard for customer support.
We offer an hybrid working model allowing you to work comfortably from home as well as few days from our Lisbon office.

As a Technical Support Engineer:

• You are an integral member of a highly technical team dedicated to delivering technical support and guidance.

• You take ownership of customer issues through resolution, are empathetic, responsive, resourceful, and see the support experience through our customers’ eyes.

• You are an outstanding communicator, both written and verbal — you get your message across simply and build trusted relationships at all levels.

• You are a master of prioritization. You can juggle customer escalations, product changes, and service issues while managing related communication, technical account management, and risk mitigation.

• Ability to empower end-users to support themselves using our knowledge base.

• A desire to learn, master and teach across technical fields.

You must have:

• At least 4+ years of technical support experience

• Fluent in English and German (written and spoken)

• Excellent customer service skills – the ability to be empathetic, accurate, compassionate, responsive, resourceful and conscientious

• Excellent organisational, written and oral communication skills - You must be able to convey technical jargon in a wide-array of syntax from beginner level users to developers in our tickets as well as knowledge base articles

• A strong sense of urgency

• Ability to empower end-users to support themselves using our knowledge base

• Ability to evaluate, troubleshoot, and follow-up on customer issues as well as replicate and document for further escalation

• A desire to learn, master and teach

• Innovative thinking - “how can we” attitude

• Strong tools knowledge around GSuite, Slack, Confluence

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.
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.

About Zendesk - Champions of Customer Service
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. We advocate for digital first customer experiences—and we stick with it in our workplace. Over 5,000 employees worldwide have the flexibility to choose where they work. The fact is, we know great work happens anywhere. Whether you’re collaborating from your home office, a Zendesk workspace, or the kitchen table, you’re part of one team at Zendesk.
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 peopleandplaces@zendesk.com with your specific accommodation request.

Zendesk
People First: Diversity & Inclusion at Zendesk
Employees at Zendesk work hard to build a culture where everyone belongs. It’s about our people knowing that they’re valued where they work. If this sounds appealing to you, come join us. You’re welcome, too.

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.

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 peopleandplaces@zendesk.com with your specific accommodation request.