Premier Support Engineer

Zendesk

. Serve as the designated support contact for Zendesk Premier customers .

Posted 10/5/2026full-timeMexico City • MexicoJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Zendesk Administration and technical troubleshooting, with a strong ability to manage customer relationships and coordinate cross-functional teams effectively. Proficient in delivering technical support for complex SaaS solutions and communicating solutions diplomatically.

Highest-signal resume keywords

Zendesk AdministrationTechnical TroubleshootingEnterprise ArchitectureSaaS Solutions SupportHTML, JSON, JavaScript, RESTful APIs

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Zendesk Product KnowledgeTechnical Issue AnalysisMulti-Vendor SaaS SolutionsAPI GuidanceFrameworksSDKsTechnical Account ManagementRisk MitigationService Incident CoordinationCustomer Escalation Management

Soft Skills

Effective CommunicationRelationship BuildingProblem SolvingSelf-MotivationInitiative

Industry Keywords

Enterprise SoftwareTechnical ArchitectureCross-Functional CoordinationCustomer SupportService Issues

About the role

Key responsibilities & impact

Serve as the designated support contact for Zendesk Premier customers
Understand customer needs, anticipate challenges, advocate internally for solutions, and communicate effectively
Act as the focal point between major customers and a global Zendesk team
Deliver technical support and guidance to Premier customers
Own customer issues through resolution
Provide guidance and best-practice advice on product and developer questions involving APIs, Frameworks, and SDKs
Build trusted relationships through clear written and verbal communication
Prioritize customer escalations, product changes, and service issues
Manage related communications, technical account management, and risk mitigation
Coordinate communications and tasks during service incidents between Operations, Development, Incident Management, and customers

Requirements

What you’ll need

Fluency in English
2+ years as a Zendesk Administrator or deep Zendesk product knowledge, including technical troubleshooting expertise, understanding of Zendesk architecture, and macro-level technical issue analysis
2–4 years of experience supporting customers on enterprise software
1 year of Enterprise Architecture experience
1 year of Technical Architecture experience
Experience designing, implementing, supporting, and troubleshooting complex multi-vendor/multi-platform SaaS solutions
1 year of technical troubleshooting experience with HTML, JSON, JavaScript, and RESTful APIs
Ability to develop positive relationships and coordinate effectively with cross-functional teams
Ability to develop and communicate creative, diplomatic solutions to problems
Ability to manage competing daily priorities
Self-motivated with a strong sense of responsibility and initiative
Willingness to occasionally work outside business hours or on a weekend rotation
Limited travel may be requested for customer meetings

Benefits

Comp & perks

Hybrid way of working with flexibility to work remotely for part of the week
Inclusive workplace experience
Equal opportunity employment
Reasonable accommodations for applicants with disabilities and disabled veterans