Enterprise Applications Engineer – Zendesk

Role Overview

• Manage day-to-day administration of Zendesk Support, Guide, Chat/Messaging, Talk, and Explore (or relevant suite products).
• Configure and optimize ticket fields, forms, views, workflows, macros, triggers, automations, SLAs, and business rules.
• Manage user roles, permissions, groups, organizations, and security settings.
• Maintain and enhance the internal/external Knowledge Base (Guide) and self-service experiences.
• Design, build, and maintain integrations between Zendesk and other enterprise systems, custom APIs, SSO solutions like Okta/Entra ID).
• Utilize Zendesk APIs, Webhooks, Zendesk Apps Framework (ZAF), and middleware/tools for bi-directional data sync and process automation.
• Troubleshoot and resolve complex integration issues in a multi-system environment.
• Analyze usage metrics and performance data to identify bottlenecks and drive enhancements that improve agent productivity and customer experience.
• Lead projects to implement new features, AI capabilities (e.g., Answer Bot, AI agents), or process improvements.
• Ensure data quality, governance, and compliance within the platform.
• Develop and maintain custom reports, dashboards, and Explore queries to provide actionable insights to leadership.
• Provide Tier 2/3 technical support and troubleshooting for Zendesk-related issues.
• Train and support internal teams (agents, admins, stakeholders) on best practices and new functionalities.
• Gather requirements from business units and translate them into Zendesk solutions.
• Participate in or lead Zendesk-related projects, upgrades, and migrations in an enterprise context.
• Stay current with Zendesk product updates, features, and best practices.

Requirements

• 3–5+ years of hands-on experience as a Zendesk Administrator, Developer, or Integration Specialist in an enterprise environment (larger scale preferred).
• Strong proficiency in Zendesk configuration, including triggers, automations, SLAs, workflows, and reporting (Explore).
• Experience with Zendesk integrations using APIs, Webhooks, and tools like Zapier, Segment, or custom development.
• Solid understanding of customer support processes and metrics (e.g., CSAT, resolution time, ticket volume).
• Familiarity with enterprise systems and integration patterns (CRM, identity management, databases).
• Technical skills: JavaScript, HTML/CSS (for custom apps/themes), REST APIs, and basic scripting/querying (e.g., SQL for reporting).
• Zendesk Support Admin Certification (or equivalent) is highly preferred; Zendesk Explore or other advanced certifications a plus.
• Excellent problem-solving and troubleshooting abilities.
• Strong communication and collaboration skills
• able to work with both technical and non-technical stakeholders.
• Customer-focused mindset with a drive to improve the customer experience.
• Analytical skills for interpreting data and driving decisions.
• Ability to train and develop others to support enterprise applications.

Tech Stack

• JavaScript
• SQL

Benefits

• 25 days’ holiday per year, increasing with length of service.
• £500 annual training budget to spend on your professional development.
• Extensive private healthcare, including dental, eyecare and EAP.
• Enhanced sick leave (three months’ pay per year).
• Enhanced maternity and paternity (maternity – 6 months fully paid/paternity – 3 weeks fully paid).
• Death in service insurance cover.
• Fully-paid five-week sabbatical after five years of employment.
• In office wellbeing, such as manicures, massages and barbers.
• Smart employees also enjoy a 50% discount on orders from our sister company Arena Flowers.