Job Description

Zendesk Administrator

Snap Inc teams build fun and technically sophisticated products that reach hundreds of millions of Snapchatters around the world, every day. We are deeply committed to the well-being of everyone in our global community, which is why our values are at the root of everything we do. We move fast, with precision, and always execute with privacy at the forefront. We're looking for a Zendesk Administrator to join Team FinTech! Based in our Palo Alto or Santa Monica or Seattle office, we're seeking a talented and detail-oriented professional to manage, optimize, and scale Snap's Zendesk platform. In this pivotal role, you'll collaborate with cross-functional teams across Finance, Legal, People and Law Enforcement to design compliant workflows, automate processes, and enhance the efficiency of our global support operations. Your work will directly impact Snap's ability to deliver seamless, secure, and scalable support experiences across multiple business domains.

You should have a strong understanding of support operations and system architecture, along with the ability to translate complex business requirements into scalable technical solutions. You should be proactive, analytical, and customer-focused, with a proven track record of building automations, maintaining CI/CD pipelines, and driving continuous improvement.

What You'll Do:

• Configure and maintain Zendesk Support, Knowledge, Chat, and Talk instances to align with business and operational requirements.
• Create and manage user roles, groups, triggers, automations, macros, and workflows to streamline support operations.
• Integrate Zendesk with third-party applications and internal enterprise systems to enable seamless data exchange and automation.
• Implement and manage CI/CD pipelines for Zendesk code deployments, ensuring full compliance with Snap's engineering standards.
• Design and maintain custom dashboards and analytics in Zendesk Explore or Looker to track KPIs and performance metrics.
• Collaborate with Legal, Security, and Law Enforcement teams to ensure regulatory compliance.
• Manage sandbox environments, conduct testing, and coordinate production releases with strong change management practices.
• Conduct regular audits of configurations, permissions, and workflows to maintain data integrity and compliance.
• Develop and maintain documentation for workflows, configurations, and system changes.
• Provide front-line administrative and technical support for Zendesk-related issues.
• Continuously identify and implement improvements to enhance efficiency, scalability, and the overall user experience.

Knowledge, Skills & Abilities:

• Deep understanding of Zendesk platform administration.
• Strong technical expertise in workflow automation, ticket routing, triggers, and API integrations.
• Experience with CI/CD pipelines, GitHub, or other deployment automation tools.
• Ability to design and maintain secure, compliant, and scalable Zendesk configurations.
• Excellent problem-solving, documentation, and stakeholder communication skills.
• Analytical mindset with the ability to translate business requirements into technical solutions.
• Experience working in an Agile environment.

Minimum Qualifications:

• BS/BA in Information Systems, Computer Science, or a related technical field, or equivalent experience.
• 3+ years of experience administering and configuring Zendesk (Enterprise experience preferred).
• Strong knowledge of Zendesk API, JSON, REST integrations, and scripting fundamentals.
• Experience managing enterprise-scale Zendesk instances and multi-environment deployments.

Preferred Qualifications:

• Zendesk Administrator or Zendesk Support Certified Expert certification.
• Experience implementing eDiscovery, data governance, or retention tools.
• Experience building custom apps in Zendesk using Zendesk Apps Framework or related SDKs.
• Familiarity with cloud infrastructure and security best practices.
• Experience supporting Finance, Legal, People or Law Enforcement operations.
• Experience contributing to Zendesk strategy, roadmap planning, and platform scalability initiatives.

If you have a disability or special need that requires accommodation, please provide us some information.

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