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Zendesk Administrator - Customer Support Systems

Samsara

Samsara

Customer Service
United States · Remote
Posted on Friday, June 28, 2024

Who we are

Samsara (NYSE: IOT) is the pioneer of the Connected Operations™ Cloud, which is a platform that enables organizations that depend on physical operations to harness Internet of Things (IoT) data to develop actionable insights and improve their operations. At Samsara, we are helping improve the safety, efficiency and sustainability of the physical operations that power our global economy. Representing more than 40% of global GDP, these industries are the infrastructure of our planet, including agriculture, construction, field services, transportation, and manufacturing — and we are excited to help digitally transform their operations at scale.

Working at Samsara means you’ll help define the future of physical operations and be on a team that’s shaping an exciting array of product solutions, including Video-Based Safety, Vehicle Telematics, Apps and Driver Workflows, Equipment Monitoring, and Site Visibility. As part of a recently public company, you’ll have the autonomy and support to make an impact as we build for the long term.

About the Role

The Zendesk Administrator - Customer Support Systems will be responsible for work across teams and organizations to ensure that the architecture and design are of high quality, stable, scalable and reliable. You would drive the technical design and best engineering practices through design reviews, architecture reviews, user validation activities and business customer interactions.

The candidate will be responsible for identifying and implementing process improvements in the customer support domain. A strong expertise in Zendesk for service CRM will be key to success in this role.

This is a multi-faceted role where you will work multi-functionally with our Customer Support, SalesOps, OrderOps, PeopleOps, Legal, Workplace, Customer success , Product, Growth, Marketing, and Finance teams.

This role is open to candidates residing in the Canada, Mexico, or the US except the San Francisco Bay Area (125 mi. radius from 1 De Haro St, San Francisco) and NYC Metro Area (50 mi. radius from 131 W 55th St, New York).

You should apply if:

  • You want to impact the industries that run our world: Your efforts will result in real-world impact—helping to keep the lights on, get food into grocery stores, reduce emissions, and most importantly, ensure workers return home safely.
  • You are the architect of your own career: If you put in the work, this role won’t be your last at Samsara. We set up our employees for success and have built a culture that encourages rapid career development, countless opportunities to experiment and master your craft in a hyper growth environment.
  • You’re energized by our opportunity: The vision we have to digitize large sectors of the global economy requires your full focus and best efforts to bring forth creative, ambitious ideas for our customers.
  • You want to be with the best: At Samsara, we win together, celebrate together and support each other. You will be surrounded by a high-caliber team that will encourage you to do your best.

In this role, you will:

  • Manage, design, configure, test, deploy, and support in Customer Support ecosystem comprise of Zendesk, Twilio, Assembled, AgentConnect and many other technologies
  • Partner with Business Systems Analysts and Product Manager 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 build enterprise capabilities (scalability, fault tolerance, extensibility, maintainability etc.)
  • Lead and mentor technical teams in a continuous Agile approach of integration dev/deploy format
  • Create, update and manage tasks & stories in JIRA to support day-to-day requests, system issues and timelines
  • Support with high expectations and provide feedback on configuration, code and architectural approaches implemented by the team
  • Implement 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
  • Maintaining multiple sandboxes and keeping them up to date with code, configuration and data
  • Onboarding and offboarding users and maintaining roles and permissions
  • Monitor any incidents/outages with Zendesk and share with audience while taking ownership of the resolution
  • Partner with the software vendors, staying up to date on the new features and technologies, driving and performing the assessment of features for business applicability and implementing the features.
  • Implement state of art monitoring to maintain the systems 100% up time
  • Provide On Call support as per the team roster

Minimum requirements for the role:

  • 4+ years of Zendesk experience as an administrator of the system
  • Ability to translate business requirements into technical deliverables
  • Strong experience and understanding of Zendesk and out of the box features and capabilities
  • Previous hands-on experience developing mid-tier API systems merging different third-party systems together. Experience with the Zendesk API suite is a huge plus
  • Ability to write technical specifications, define business solutions, convey ideas to business users in a meaningful yet insightful manner is extremely important
  • Self-starter, self-motivated, able to work independently, prioritize effectively, and perform multiple tasks under minimal supervision
  • Excellent communication skills and proven success in a dynamic and collaborative environment
  • Strong problem solving skills
  • Bachelor's degree in Computer Science or equivalent

An ideal candidate also has:

  • Highly organized, detail-oriented, and able to work independently.
  • Certifications: Scrum certification, Zendesk Support Administrator Expert
  • Solid understanding of Zendesk Explore
  • Experience in developing and supporting data warehouses, business intelligence and other dashboard/reporting
  • Experience with Python and/or JavaScript and at least one public cloud platforms such as AWS, Azure, Google, Rackspace, or other related cloud platform

Samsara’s Compensation Philosophy: Samsara’s compensation program is designed to deliver Total Direct Compensation (based on role, level, and geography) that is at or above market. We do this through our base salary + bonus/variable + restricted stock unit awards (RSUs) for eligible roles. For eligible roles, a new hire RSU award may be awarded at the time of hire, and additional RSU refresh grants may be awarded annually.

We pay for performance, and top performers in eligible roles may receive above-market equity refresh awards which allow employees to achieve higher market positioning.

The range of annual base salary for full-time employees for this position is below. Please note that base pay offered may vary depending on factors including your city of residence, job-related knowledge, skills, and experience.
$95,498$160,500 USD

At Samsara, we welcome everyone regardless of their background. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender, gender identity, sexual orientation, protected veteran status, disability, age, and other characteristics protected by law. We depend on the unique approaches of our team members to help us solve complex problems. We are committed to increasing diversity across our team and ensuring that Samsara is a place where people from all backgrounds can make an impact.

Benefits

Full time employees receive a competitive total compensation package along with employee-led remote and flexible working, health benefits, Samsara for Good charity fund, and much, much more. Take a look at our Benefits site to learn more.

Accommodations

Samsara is an inclusive work environment, and we are committed to ensuring equal opportunity in employment for qualified persons with disabilities. Please email accessibleinterviewing@samsara.com or click here if you require any reasonable accommodations throughout the recruiting process.

Flexible Working

At Samsara, we embrace a flexible working model that caters to the diverse needs of our teams. Our offices are open for those who prefer to work in-person and we also support remote work where it aligns with our operational requirements. For certain positions, being close to one of our offices or within a specific geographic area is important to facilitate collaboration, access to resources, or alignment with our service regions. In these cases, the job description will clearly indicate any working location requirements. Our goal is to ensure that all members of our team can contribute effectively, whether they are working on-site, in a hybrid model, or fully remotely. All offers of employment are contingent upon an individual’s ability to secure and maintain the legal right to work at the company and in the specified work location, if applicable.

Fraudulent Employment Offers

Samsara is aware of scams involving fake job interviews and offers. Please know we do not charge fees to applicants at any stage of the hiring process. Official communication about your application will only come from emails ending in ‘@samsara.com’ or ‘@us-greenhouse-mail.io’. For more information regarding fraudulent employment offers, please visit our blog post here.