What are the responsibilities and job description for the Zendesk CRM Developer position at Samsara?
Who we are
Samsara (NYSE: IOT) is the pioneer of the Connected Operations™ Cloud, which is a platform that enables organizations that depend on physical operations to harness Internet of Things (IoT) data to develop actionable insights and improve their operations. At Samsara, we are helping improve the safety, efficiency and sustainability of the physical operations that power our global economy. Representing more than 40% of global GDP, these industries are the infrastructure of our planet, including agriculture, construction, field services, transportation, and manufacturing — and we are excited to help digitally transform their operations at scale.
Working at Samsara means you'll help define the future of physical operations and be on a team that's shaping an exciting array of product solutions, including Video-Based Safety, Vehicle Telematics, Apps and Driver Workflows, Equipment Monitoring, and Site Visibility. As part of a recently public company, you'll have the autonomy and support to make an impact as we build for the long term.
About the role:
Senior Zendesk Developer – SaaS Platform - As a Senior Developer for our Zendesk SaaS Platform development team, you will be joining the team that is building out our state of art Zendesk Platform that enables us a global customer and technical support ticketing solution providing the business with robust functionality for effective handling, routing, and reporting on volumes of tickets thru multiple channels.
The candidate will collaborate with different teams in Customer/Technical Support as well as research & development groups taking abstract concepts to create technical solutions in production with leadership and hands-on contribution thru requirements design, development, testing, and deployment. The candidate will work across teams and organizations to ensure that the architecture and design are of high quality, stable, scalable, and reliable. You would drive the technical design and best development practices through design reviews, architecture reviews, user validation activities, and business customer interactions.
This dynamic role requires collaboration with cross-functional teams & multiple instances of Zendesk system.
This role is open to candidates residing in the US except Alaska, Austin Metro, Boulder Metro, California, Chicago Metro, Connecticut, Dallas Metro, Denver Metro, Houston Metro, Maryland, Massachusetts, New Jersey, New York, Rhode Island, and Seattle Metro.
You should apply if:
- You want to impact the industries that run our world: Your efforts will result in real-world impact—helping to keep the lights on, get food into grocery stores, reduce emissions, and most importantly, ensure workers return home safely.
- You are the architect of your own career: If you put in the work, this role won't be your last at Samsara. We set up our employees for success and have built a culture that encourages rapid career development, countless opportunities to experiment and master your craft in a hyper growth environment.
- You're energized by our opportunity: The vision we have to digitize large sectors of the global economy requires your full focus and best efforts to bring forth creative, ambitious ideas for our customers.
- You want to be with the best: At Samsara, we win together, celebrate together and support each other. You will be surrounded by a high-calibre team that will encourage you to do your best.
In this role, you will:
- Design, configure/develop, test, deploy, and support the various business projects in a Zendesk environment. Proven experience with implementations of multiple business threads in a dynamic business setting is a must.
- Implementation of the critical interfaces and complex modules of the systems and features while assisting the business and tech teams with disassembling, designing, and configuring Zendesk to meet and address technical requirements and resolve current process issues.
- Developing mid-tier API systems merging different third-party systems together. Experience with the Zendesk API suite is a huge plus
- Developing and supporting data warehouses, business intelligence, and other dashboards/reporting is required. A solid understanding of "Zendesk Explore" is a huge plus. Configuring Zendesk Help Center/Guide.
- Partner with Business Systems Analysts and Product Managers to shape product definition and requirements so that configurations or interfaces can be built in a flexible, extensible, and robust way in addition to assisting in driving technology vision, strategy, and roadmap to building enterprise capabilities (scalability, fault tolerance, extensibility, maintainability, etc.)
- Work closely with internal stakeholders & business to design, develop, and implement solutions for Customer Support operations using Zendesk
- Be the point of contact for the zendesk development regarding all Customer Support related development processes.
- Mentor, develop and train Junior developers.
- Champion, role model, and embed Samsara's cultural principles (Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, Win as a Team) as we scale globally and across new offices.
Minimum requirements for the role:
- 5 years of software development experience building and scaling enterprise customer-facing products and services.
- 2 years of designing, configuring and developing on the Zendesk customer support SaaS platform. Experience with Zendesk App development is a huge plus.
- Experience building zendesk solutions, microservices and customer-facing APIs.
- The ability to write technical specifications, define business solutions, and convey ideas to business users in a meaningful yet insightful manner is extremely important.
- Must have a track record of building, deploying, and scaling distributed, highly available, large-scale, high-performing multi-tenant SaaS applications.
- Strong problem-solving and analytical skills with the ability to design complete solutions which are simple yet effective and very scalable.
- Previous experience handling and supporting mission-critical enterprise systems. The ability to diagnose and respond to interruptions and critical issues in a timely manner is of vital importance.
- Customer-first, build for a long-term mindset with the ability to make practical decisions when working through configuration choices.
- Experience with Python, JavaScript, and at least one public cloud platform such as AWS, Azure, Google, Rackspace, or other related cloud platforms.
- BS/MS in Computer Science/Engineering, or equivalent technical experience
An ideal candidate also has:
- Highly organized, detail-oriented, and able to work independently.
- Strong communication, both oral and written with the ability to correspond with various levels of business stakeholders, SMEs, end users, and technical team members.
- Certifications: Zendesk Support Administrator Expert Certification, Scrum certification.
At Samsara, we welcome everyone regardless of their background. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender, gender identity, sexual orientation, protected veteran status, disability, age, and other characteristics protected by law. We depend on the unique approaches of our team members to help us solve complex problems. We are committed to increasing diversity across our team and ensuring that Samsara is a place where people from all backgrounds can make an impact.
Benefits
Full time employees receive a competitive total compensation package along with employee-led remote and flexible working, health benefits, Samsara for Good charity fund, and much, much more. Take a look at our Benefits site to learn more.
Accommodations
Samsara is an inclusive work environment, and we are committed to ensuring equal opportunity in employment for qualified persons with disabilities. Please email accessibleinterviewing@samsara.com or click here if you require any reasonable accommodations throughout the recruiting process.
Flexible Working
At Samsara, we embrace a flexible working model that caters to the diverse needs of our teams. Our offices are open for those who prefer to work in-person and we also support remote work where it aligns with our operational requirements. For certain positions, being close to one of our offices or within a specific geographic area is important to facilitate collaboration, access to resources, or alignment with our service regions. In these cases, the job description will clearly indicate any working location requirements. Our goal is to ensure that all members of our team can contribute effectively, whether they are working on-site, in a hybrid model, or fully remotely. All offers of employment are contingent upon an individual's ability to secure and maintain the legal right to work at the company and in the specified work location, if applicable.
Fraudulent Employment Offers
Samsara is aware of scams involving fake job interviews and offers. Please know we do not charge fees to applicants at any stage of the hiring process. Official communication about your application will only come from emails ending in '@samsara.com' or '@us-greenhouse-mail.io'. For more information regarding fraudulent employment offers, please visit our blog post here.
