Senior TS Operations Engineer - Zendesk

We are seeking a Senior Technical Solutions Operations Engineer (Sr TSOE), on our Technical Solutions Operations (TSO) team, to lead the configuration, optimization, and governance of our global Zendesk environment. Supporting a highly technical, enterprise-grade customer base, this role combines deep hands-on expertise with systems-level thinking and process automation, playing a key part in configuring, optimizing, and future-proofing Zendesk.  You will implement platform enhancements, automation initiatives, and serve as a key liaison across Global Support, TSO and the Zendesk account team.

Key Responsibilities:

• Administer and continuously optimize Zendesk Support, integrations and custom apps.

• Design and maintain scalable workflows, triggers, SLAs, and automations, using process mapping and root cause analysis to continuously reduce operational friction and improve support delivery.etc. for a global support org and technical escalation paths.

• Collaborate with cross-functional teams to integrate Zendesk with internal systems (e.g., Jira, Salesforce, Slack, SSO, analytics platforms).

• Contribute to the evaluation and deployment of AI-powered tools (e.g., summarization, intelligent routing, and agent-assist) that enhance agent productivity and customer experience.

• Partner with Support, IT, and Engineering to identify automation and process reengineering opportunities across platforms and implement scalable solutions using APIs or middleware (e.g., Workato).

• Manage roles, groups, and permissions across a global user base, ensuring compliance with data privacy and security standards (e.g., SOC 2, GDPR).

• Monitor system performance and data integrity; lead change control and platform governance.

• Lead cross-functional process reviews and implement improvements using methodologies like Lean or SIPOC

• Provide advanced troubleshooting support for agents and admins; lead Zendesk training as needed.

• Stay current on Zendesk and industry innovations to continuously improve our support stack.  Contribute to roadmap planning, evaluating new features, and leading system upgrades and change management.

• Collaborate with vendors and Zendesk representatives to manage escalations and influence product direction.

• Work a hybrid model of 3-5 days in office per week.
   

Qualifications:

• 4–6+ years of hands-on experience administering Zendesk and integrating it with other Enterprise Platforms in a global, enterprise SaaS environment.

• Solid technical background with an engineering degree in computer science, information systems, or equivalent.Experience supporting or implementing AI/automation in a support context (e.g., triage, routing, deflection).

• Strong understanding of API-based integrations and automation platforms.  Familiarity with middleware/integration tools and REST APIs.

• Knowledge of ITIL principles, data governance, and enterprise compliance standards.

• Comfortable operating independently while contributing to strategic planning and system evolution.

• Excellent analytical, communication, and documentation skills.

• Experience with support data analytics and reporting (e.g., Metabase, Tableau) is a plus.

 

Datadog values people from all walks of life. We understand not everyone will meet all the above qualifications on day one. That's okay. If you’re passionate about technology and want to grow your skills, we encourage you to apply.

 

Benefits and Growth: 

• Best-in-breed onboarding
• Generous global benefits
• Intra-departmental mentor and buddy program for in-house networking
• New hire stock equity (RSUs) and employee stock purchase plan (ESPP)
• Continuous professional development, product training, and career pathing
• An inclusive company culture, able to join our Community Guilds and Inclusion Talks

Benefits and Growth listed above may vary based on the country of your employment and the nature of your employment with Datadog.

Datadog offers a competitive salary and equity package, and may include variable compensation. Actual compensation is based on factors such as the candidate's skills, qualifications, and experience. In addition, Datadog offers a wide range of best in class, comprehensive and inclusive employee benefits for this role including healthcare, dental, parental planning, and mental health benefits, a 401(k) plan and match, paid time off, fitness reimbursements, and a discounted employee stock purchase plan.

The reasonably estimated yearly salary for this