Technical Architect

Job Description

Job Title: Technical Architect

Location: Tokyo, Japan

About Us:
Join our Professional Services team at Zendesk, where we guide and advise our enterprise customers as they navigate their business needs through our innovative products. We pride ourselves on being compassionate, patient, and organized—truly the greeters to the house of Zen(desk). As a Services Consultant, you will play a crucial role in transforming customer communication and relationships through exceptional service.
 

Role Overview:
In this role, you will work closely with a diverse range of innovative companies globally, helping them map their business requirements to Zendesk's solutions. You will be responsible for understanding customer goals, designing, and executing tailored solutions that exceed expectations. Collaborating with Engagement Managers, Developers, and other Consultants, you will ensure a seamless customer experience and become the technical solution designer for each engagement.
 

Key Responsibilities:

• Guide and educate Zendesk customers through proactive assistance during onboarding and configuration.
• Understand, document, and implement customer requirements, capturing the business problems we are solving together.
• Collaborate with Account Executives and Solution Consultants to present implementation solutions effectively.
• Maintain product expertise across the Zendesk product line and lead technically oriented customer conversations.
• Design and communicate complex technical concepts to diverse audiences, including executive-level decision-makers.
• Produce Technical Design Documents (TDD) and Zendesk Custom App Specification Documents tailored to customer needs.
• Execute Professional Services Launch Packages and existing customer optimizations within scope, time, and budget.
• Conduct meetings onsite and remotely according to Zendesk methodology standards.
• Support the Consulting team with functional design and configuration of Zendesk.
• Lead virtual technical training sessions and knowledge transfer for customers.
• Respond to high-profile customer challenges with confidence, ensuring continued loyalty and satisfaction.
• Manage competing priorities across multiple customers and projects, ensuring timely completion of action items.
   

Requirements:

• Bachelor’s Degree or equivalent experience.
• 5+ years of professional consulting experience, ideally in a customer-facing role.
• 3+ years of System and/or Solution Architecture experience.
• Strong understanding of support processes and infrastructure.
• Excellent communication, interpersonal, and eloquent writing skills.
• Empathy and a unique ability to understand customer needs.
• Enthusiastic about technology with demonstrated technical aptitude; experience in a technology company or relevant consultancy preferred.
• Experience in developing, selling, or supporting SaaS applications.
• Strong analytical skills with the ability to meet business requirements with technical solutions.
• Programming experience with languages such as Ruby, Python, Java, C#, or JavaScript, and familiarity with various architectures (Web, Enterprise, SaaS).
• Experience with RESTful and JSON API implementation and integration approaches.
• Willingness to travel domestically up to 30%.
• Native in Japanese, Business level in English

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The intelligent heart of customer experience

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.

Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.

Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to [email protected] with your specific accommodation request.