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Support Engineer | Zendesk Admin

At Northwestern Mutual, we are strong, innovative and growing. We invest in our people. We care and make a positive difference.

What you’ll do:

We are looking for someone who understands Zendesk and customer support operations with a passion for technology and documentation. Someone who is committed to continuous improvement, is a very analytical and a creative problem solver, and has a relentless focus on getting things done. You will be expected to have a broad understanding of customer support tools and Zendesk capabilities.

Responsibilities include:

  • Execution of day-to-day configuration, support, and maintenance of our Zendesk instance and support queue.

  • Advocate for and ensure application performance and availability to meet business needs, including on-call support, firefighting, monitoring, application checkouts, and engagement with high priority incidents and problems - 24/7

  • Monitoring and troubleshooting Zendesk integrations with applications such as Workato, ServiceNow, JIRA, Slack and others.

  • Developing, implementing, testing, analyzing, and adjusting agent workflows

  • Regularly auditing all aspects of Zendesk security: users, groups, roles, permissions

  • Periodically reviewing Zendesk triggers, automations, views, macros and workflows to maintain currency and efficiency

  • Creating adhoc reports as needed through Zendesk

  • Working closely with the business to define, document, and translate their requirements and business processes into technical solutions

  • Work closely with the development team to design, document, and test Zendesk custom applications and integrations to continuously innovate and improve the user experience

  • Designing, implementing, and testing support forms, triggers, conditional fields, views, etc.

  • Creating test plans and performing manual testing for new rollouts or changes impacting Zendesk applications and integrations

  • Creating test closure reports as part of the enterprise change management process

  • Regularly auditing/maintaining requirements documents and Confluence library to ensure it reflects the up-to-date information.

  • Creating knowledge articles to showcase new Zendesk functionality made available to users.

  • Reviewing and prioritizing Zendesk change requests to refine and improve on processes

  • Working closely with Zendesk Partners to troubleshoot support issues, prioritize defects, recommend product feature enhancements, and review and participate in beta releases.

  • Engage in community forums for products we support and be the voice of our customers’ feedback

Requirements:

  • Bachelor’s degree in Computer Science, MIS or related field OR a significant amount of directly-related work experience

  • 1- 3 years professional experience working in a Technical environment specially supporting a SaaS application

  • At least 1 year of professional operations, software engineering, debugging, analysis, testing and software documentation experience

  • Possess an application support and customer-centric mindset and attitude, along with a passion for learning and building on core business knowledge and technical base.

  • At least 1 year of experience with Zendesk

  • Strong knowledge of integrations and workflows

  • Knowledge of APIs

  • Excellent written and verbal communication skills with attention to details

  • Ability to interface effectively with internal teams

  • Innovative and creative thinking skills

  • Ability to work independently with minimal supervision

  • Experience in customer support role (tech or non-tech) / helping resolve people’s issues.

  • Limited understanding and experience of Agile methodologies

If any of this excites you, we want to hear from you!

#li-post

This job is not covered by the existing Collective Bargaining Agreement.

Required Certifications:

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We are an equal opportunity/affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender identity or expression, sexual orientation, national origin, disability, age or status as a protected veteran, or any other characteristic protected by law.


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We’re excited about the potential people bring to Northwestern Mutual. You can grow your career here while enjoying first-class perks, benefits, and commitment to diversity and inclusion.