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Snap Inc.

Zendesk Systems Administrator

Snap Inc., Bellevue, Washington, us, 98009

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Overview

Zendesk Administrator role at Snap Inc. Based in Palo Alto, Santa Monica, or Seattle. The role focuses on managing, optimizing, and scaling Snap’s Zendesk platform, collaborating with cross-functional teams to design compliant workflows, automate processes, and enhance the efficiency of global support operations. What You’ll Do

Configure and maintain Zendesk Support, Knowledge, Chat, and Talk instances to align with business and operational requirements. Create and manage user roles, groups, triggers, automations, macros, and workflows to streamline support operations. Integrate Zendesk with third-party applications and internal enterprise systems to enable seamless data exchange and automation. Implement and manage CI/CD pipelines for Zendesk code deployments, ensuring full compliance with Snap’s engineering standards. Design and maintain custom dashboards and analytics in Zendesk Explore or Looker to track KPIs and performance metrics. Collaborate with Legal, Security, and Law Enforcement teams to ensure regulatory compliance (e.g., GDPR, CCPA, and regional privacy laws). Manage sandbox environments, conduct testing, and coordinate production releases with strong change management practices. Conduct regular audits of configurations, permissions, and workflows to maintain data integrity and compliance. Develop and maintain documentation for workflows, configurations, and system changes. Provide front-line administrative and technical support for Zendesk-related issues. Continuously identify and implement improvements to enhance efficiency, scalability, and the overall user experience. Knowledge, Skills & Abilities

Deep understanding of Zendesk platform administration (Support, Knowledge, Chat, Talk, Explore). Strong technical expertise in workflow automation, ticket routing, triggers, and API integrations. Experience with CI/CD pipelines, GitHub, or other deployment automation tools. Ability to design and maintain secure, compliant, and scalable Zendesk configurations. Excellent problem-solving, documentation, and stakeholder communication skills. Analytical mindset with the ability to translate business requirements into technical solutions. Experience working in an Agile environment, including sprint planning, backlog management, and delivering within iterative cycles. Minimum Qualifications

BS/BA in Information Systems, Computer Science, or a related technical field, or equivalent experience. 3+ years of experience administering and configuring Zendesk (Enterprise experience preferred). Strong knowledge of Zendesk API, JSON, REST integrations, and scripting fundamentals. Experience managing enterprise-scale Zendesk instances and multi-environment deployments. Preferred Qualifications

Zendesk Administrator or Zendesk Support Certified Expert certification. Experience implementing eDiscovery, data governance, or retention tools (e.g., Hanzo). Experience building custom apps in Zendesk using Zendesk Apps Framework (ZAF) or related SDKs. Familiarity with cloud infrastructure and security best practices. Experience supporting Finance, Legal, People or Law Enforcement operations. Experience contributing to Zendesk strategy, roadmap planning, and platform scalability initiatives. If you have a disability or special need that requires accommodation, please provide us with information. At Snap, we are an equal opportunity employer and will consider qualified applicants with criminal histories in a manner consistent with applicable law. EOE, including disability/vets. Our Benefits: Snap Inc. offers benefits to support your health and well-being, including paid parental leave, comprehensive medical coverage, emotional and mental health support programs, and compensation packages that align with Snap’s long-term success.

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