Customer Support Systems Engineer - Zendesk

We’re not just building better tech. We’re rewriting how data moves and what the world can do with it. With Confluent, data doesn’t sit still. Our platform puts information in motion, streaming in near real-time so companies can react faster, build smarter, and deliver experiences as dynamic as the world around them.

It takes a certain kind of person to join this team. Those who ask hard questions, give honest feedback, and show up for each other. No egos, no solo acts. Just smart, curious humans pushing toward something bigger, together.

One Confluent. One Team. One Data Streaming Platform.

About the Role:

We are hiring a Customer Support Systems Engineer who will treat our support systems infrastructure as a software product, moving beyond configuration to extending platform capabilities through custom code, such as building Zendesk Apps.

Working closely with the Global Technical Support team, you will be responsible for translating abstract concepts into concrete, high-quality technical solutions. Your contributions will span the entire development lifecycle: requirements design, development, testing, and deployment.

A core focus of this position is ensuring the architecture and design are stable, scalable, and reliable. You will be a driver of engineering best practices, leading technical design through design reviews, architecture reviews, and user validation activities.

What You Will Do:

• Customization and Zendesk Application Development:

• Design and build custom solutions within the Zendesk platform

• Develop custom Zendesk apps using the Zendesk Apps Framework using technologies such as React, TypeScript, or Zendesk Garden to deliver a highly optimized user experience within both the internal support application and the external customer support portal.

• Utilize APIs to integrate Zendesk with other applications

• Infrastructure & DevOps:

• Maintain the Software Development Lifecycle (SDLC) for support tools, including implementing Git-based version control, pull request workflows, and CI/CD pipelines for deploying changes to Zendesk.

• Manage the cloud infrastructure on Google Cloud Platform (GCP) necessary to host custom applications and middleware.

• Ensure all custom code strictly adheres to security best practices, including OAuth, JWT handling, and PII protection.

• Documentation: Document customizations, configurations, and integrations for knowledge sharing. Create technical documentation for Zendesk solutions.

• Collaboration:Collaborate with business stakeholders in support to identify business process optimizations

What You Will Bring:

• Zendesk Expertise:

• 3+ years of hands-on experience designing, configuring, testing, deploying, and supporting solutions within a Zendesk environment using configuration, triggers, automations, and workflows

• Proficiency in Zendesk Apps Framework (ZAF)

• Zendesk certifications (e.g., Zendesk Administrator, Zendesk Developer) are a plus

• Production Code Development: 3+ years of experience as a Full Stack or Front End Engineer, with the ability to write production-ready code in JavaScript/TypeScript, Node.js or Python.

• Modern Web Technologies:

• Proficiency with a modern frontend framework (React preferred for Zendesk ZAF compatibility).

• Strong understanding of responsive CSS.

• API Management: Deep knowledge of RESTful architecture, including handling rate limits, implementing authentication (OAuth/Basic Auth), and manipulating JSON payloads.

• Database Proficiency: Competence in SQL (PostgreSQL/MySQL) or NoSQL alternatives for managing custom operational data.

Customer Support Processes: Solid understanding of customer service and support processes and best practices.

Ready to build what's next? Let’s get in motion.

Come As You Are

Belonging isn’t a perk here. It’s the baseline. We work across time zones and backgrounds, knowing the best ideas come from different perspectives. And we make space for everyone to lead, grow, and challenge what’s possible.

We’re proud to be an equal opportunity workplace. Employment decisions are based on job-related criteria, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other classification protected by law.