Zendesk Engineer

Dutch Bros Coffee•Tempe, AZ

6d•Onsite

About The Position

It's fun to work in a company where people truly believe in what they are doing. At Dutch Bros Coffee, we are more than just a coffee company. We are a fun-loving, mind-blowing company that makes a difference one cup at a time. Position Overview: We are looking for a highly skilled, proactive, hands-on Zendesk Engineer to manage the full Zendesk product lifecycle, from roadmap definition to hands-on configuration, while driving automation, AI capabilities, and workflow improvements. The Zendesk Engineer will collaborate with stakeholders across multiple business units to gather requirements, implement best practices, and deliver integrations that align with operational and business objectives. This is a highly technical, analytical, and business-focused individual contributor role requiring deep platform expertise and strong cross-functional communication skills.

Requirements

4+ years of experience in product management, platform ownership, or administration of enterprise SaaS platforms, with at least 3 years dedicated to Zendesk administration and optimization.
Proven track record of managing product roadmaps, gathering requirements, and delivering platform enhancements in complex enterprise environments.
Strong understanding of ITSM processes, internal technology service delivery, and operational support models.
Experience with vendor engagement and partnership for platform enhancements, support escalations, and roadmap planning.
Familiarity with automation, AI-enabled routing, bots, and workflow design within Zendesk or similar platforms.
Ability to translate platform data into actionable insights, build custom reports/dashboards, and measure platform performance against KPIs.
Familiarity with integrating Zendesk to enterprise systems via native connectors, middleware, or APIs.
Must be able to work in a busy, crowded, and loud office with frequent distractions and interruptions
Adaptability to typical office conditions, which may include exposure to air conditioning, heating, artificial lighting, and varying noise levels
Ability to sit, stand, reach, twist, stretch, and work at a desk for long stretches.
Must be able to occasionally move or lift office items up to 25 pounds
Hearing must be sufficient or correctable to ensure clear understanding of spoken information, including participating in virtual meetings and phone calls. Use of hearing aids or other assistive devices is acceptable if needed.
Ability to read and write in English is essential for processing documents, drafting reports, and following up on necessary actions. Proficiency in written communication is required to handle job-related tasks effectively.
Vision must be adequate or correctable to perform essential job duties, such as reading documents on a computer screen and using other visual tools. Use of corrective lenses or other measures to meet visual requirements is expected if needed.
Must be proficient in operating a computer and other office productivity tools such as printers, scanners, and collaboration software.
Must possess strong verbal and written communication skills to interact effectively with team members, clients, and other stakeholders via email, video conferencing, and other in office communication tools.

Nice To Haves

Zendesk Administrator or Advanced Administrator certification preferred.
Experience designing and deploying AI-driven workflows, bots, and self-service tools to reduce resolution time and improve user experience.

Responsibilities

Develop and maintain the Zendesk roadmap, ensuring alignment with Technology and operational goals, and communicating updates to stakeholders.
Manage configurations, workflows, triggers, automations, AI routing, and knowledge base content to maximize platform performance.
Build and maintain dashboards and reports to measure KPIs, identify trends, and support data-driven decision-making.
Design, implement, and refine automation and AI solutions to streamline ticket handling, improve self-service adoption, and reduce resolution times.
Support and enhance integrations with enterprise systems, ensuring seamless data flow and scalability for future needs.
Partner with Technology, operations, and other business units to gather requirements, design solutions, and ensure adoption of platform enhancements.
Lead initiatives such as instance consolidation, omnichannel rollout, or ticket form redesign, delivering projects on time and within scope.
Must be able to collaborate in-person with occasional impromptu in-person meetings
Ability to deliver best in class service excellence through proactive resolution, and user focused platform design
Skilled in aligning platform capabilities to organizational objectives, improving efficiency, and enabling operational excellence
Excellent ability to engage stakeholders across multiple business units, gather requirements, and present solutions clearly to both technical and non-technical audiences
Backlog Management
Effective Prioritization
Delivery Using