About the role...

HashiCorp is looking for a high-caliber professional to help administer Zendesk and related integrations. This is a great opportunity to work in a small team and have a direct impact on HashiCorp’s fast growing business. This highly visible position will be an integral part of Support Operations. You are a fit if you thrive in a fast-paced culture that values essential communication, collaboration, and results. You are a self-motivated, detailed individual with an eye for automation, process improvement, and problem solving.

The ideal candidate for this role will be software developer who has exposure to the Zendesk Support Suite, with high confidence and experience with coding, automation, logic, operations, and integration tooling.

In this role you can expect to be...

• Continuously improving processes, policies, and tools for tasks performed by Support Engineers.  This includes creating and maintaining automation to support customer ticket flow for Support Engineers.
• Working with Sales Operations to ensure integrations between the two teams are running smoothly and correctly.
• Working and collaborating with external vendors to trial and implement AI solutions to improve the Support Engineer and Customer Experience.
• Manage all plugins, automations, triggers and suggest improvements as needed.
• Auditing existing logic, macros, views, and user roles and permissions for consistency and scalability.
• Auditing and baselining accounts for security, licensing adherence, and cost efficiency. 

You may be a good fit for our team if you have...

• Ability to write Liquid Code, Web Development (HTML, Javascript, CSS, JSON) is a must.
• Proven skills with REST-API’s (Automation, writing API calls/scripts and troubleshooting existing integrations)
• Coding experience interfacing with multiple systems via API is a plus
• AI Implementation experience in a SaaS application like Zendesk, Salesforce (Other CRM/Support Ticketing tools) is preferred.
• Experience with ETLs and updating/managing databases is preferred.
• 2 years of SaaS Application Administration Experience is preferred. 
• Utilizing Zapier with Google Suite and Slack
• Experience with Zendesk is a plus.
• Zendesk administration - triggers, automations, macros etc.
• Zendesk Integrations with Salesforce, Zapier, Slack, Google Suite 
• Zendesk apps/plugins like Jira, Pagerduty, Knowledge Capture.
• Zendesk Explore queries and Dashboards
• Creating Zendesk sidebar apps utilizing ZAT
• Experience developing and maintaining Zendesk Support site
• Administrative experience with PagerDuty is a plus
• Experience in or with Support and Support Operations is a plus
• Strong written and verbal communication skills — technical writing experience a plus
• Well-organized, excellent work ethic, attention to detail, and self-starting
• Experience troubleshooting and resolving urgent, high-visibility technical problems
• Excellent problem solving, analytical, and troubleshooting skills
• Bachelor’s degree in Computer Science, IT  or equivalent professional experience is a plus

HashiCorp embraces diversity and equal opportunity. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We believe the more inclusive we are, the better our company will be. #LI-CC1 

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