Zendesk Product SME (WFH – Anywhere from Canada or the US)

Full time
Posted 3 months ago

The Role

Tollanis Solutions Delivery teams perform implementations and optimisations while consulting and advising on a wide array of customers as they map any number of business needs to Zendesk. We are entrusted with the relationships, strategy and product health of innovative companies using Zendesk and it is our job to inspire and partner with them as we help them transform their businesses.

This position will be responsible for listening to our customer’s functional and technical requirements and mapping them into business minded goals delivered with Zendesk functionality. You will provide recommendations based on your prior technical & customer solution experience, and will be ultimately responsible for definition, documentation, and execution of the appropriate technical solution. These are all integral to the customer’s overall experience with the Tollanis Delivery team and ultimately Zendesk. You will work hand-in-hand with a distributed team of Engagement Managers, Developers, and Consultants on various activities within a customer engagement as the technical solution designer and owner.


Understand, document and implement customer requirements according to scope. Actively collaborate with customer SMEs to build the best technical solution for integrating Zendesk into customer workflows and processes. Ask questions and dig into the customer’s use-case, capture the business problem we are solving together, and finally design their Zendesk in order for the customer to be successful. 

  • Execute design & configuration sessions with customers (onsite or remote)
  • Produce Technical Design Documents (TDD) and Zendesk Custom App Specification Documents in accordance with customer needs
  • Per Design Documents, perform functional testing and work closely with Zendesk developers on defect resolution
  • Document customer technical systems to find the most efficient solution for integrating them with Zendesk
  • Support the Delivery team with the functional design & configuration of Zendesk
  • Lead technical projects involving multiple development and architecture resources
  • Engage on several projects concurrently
  • Maintain technical product expertise across the entire Zendesk product line and ecosystem
  • Respond to high-profile, high-impact customer escalations in a confident manner
  • Gather technical requirements and provide level of effort estimates for customers

Required Technical and Professional Expertise:

  • 5 years+ System and/or Solution Architecture experience
  • Experience with various architectures (Web, Enterprise, SaaS) and methodologies
  • Experience with best practices for leading complex front end application development projects
  • Experience in agile scrum for software development; experience using JIRA or similar tools
  • Familiarity with a frontend programming language/framework (Javascript, React, Vue, etc)
  • Good understanding of customer support processes and infrastructure
  • Excellent instincts and ability to interface at a senior level with ease 
  • Excellent communication, interpersonal skills, and eloquent writing skills
  • Passionate about customer service and how it can transform businesses
  • Strong organisational skills and an ability to multitask without getting frazzled
  • Ability to deliver consulting onsite & remotely
  • Bachelor’s degree


  • Familiarity with a backend programming language (Ruby, Python, C#, etc,)
  • Expert on Zendesk configuration and implementation approaches
  • Expert on Zendesk App Framework and related SSO capabilities
  • Zendesk Administrator Certification (or willingness to obtain)
  • Zendesk App Developer Certification (or willingness to obtain)

What We Offer

  • Work from Home – we are a remote first organization 
  • Ability to advance in a fast growing IT startup 
  • Competitive salary in USD commensurate with experience  

Individuals seeking employment at Tollanis Service Desk are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation.

Job Features

Job Category


Work From Home (WFH)

Remote from Canada or the US

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