Senior Engineer (Zendesk Support)

Job description

We're Nagarro, we are a Digital Product Engineering company that is scaling in a big way! We build products, services, and experiences that inspire, excite, and delight. We work at scale across all devices and digital mediums, and our people exist everywhere in the world (17500+ experts across 39 countries, to be exact). Our work culture is dynamic and non-hierarchical. We are looking for great new colleagues. That is where you come in! REQUIREMENT: • We are hiring experience Configure and maintain Zendesk Support, Guide, Explore, and Messaging/Chat modules. • Design and implement triggers, automations, macros, views, SLAs, ticket forms, and workflows. • Manage ticket lifecycle processes and optimize support operations within Zendesk. • Develop and support Zendesk integrations using APIs, webhooks, OAuth, and REST APIs. • Troubleshoot production issues, investigate incidents, and provide timely resolutions. • Customize Zendesk functionality using JavaScript, HTML, CSS, and JSON. • Collaborate with business stakeholders to gather requirements and implement solutions. • Support testing, deployment, documentation, and change management activities. • Monitor system performance and recommend improvements for efficiency and user experience. • Assist in implementing AI-powered capabilities such as Zendesk AI, AI Agents, Copilot, and chatbots RESPONSIBILITIES: • Writing and reviewing great quality code • Understanding functional requirements thoroughly and analysing the clients needs in the context of the project • Envisioning the overall solution for defined functional and non-functional requirements, and being able to define technologies, patterns and frameworks to realize it • Determining and implementing design methodologies and tool sets • Enabling application development by coordinating requirements, schedules, and activities. • Being able to lead/support UAT and production roll outs • Creating, understanding and validating WBS and estimated effort for given module/task, and being able to justify it • Addressing issues promptly, responding positively to setbacks and challenges with a mindset of continuous improvement • Giving constructive feedback to the team members and setting clear expectations. • Helping the team in troubleshooting and resolving of complex bugs • Coming up with solutions to any issue that is raised during code/design review and being able to justify the decision taken • Carrying out POCs to make sure that suggested design/technologies meet the requirements