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Zendesk is seeking a technical Sales Engineer to join the engineering presales team, responsible for writing code, configuring complex API integrations, and delivering production-ready proof-of-concepts that showcase Zendesk’s AI capabilities. The role involves developing POCs, building and maintaining API integrations, owning technical validation with account teams, scaling internal tooling, and continuously learning about AI trends such as LLMs and autonomous agent frameworks. Required qualifications include a bachelor’s degree in a quantitative technical field, 2–4 years in a technical client-facing role or as a hands-on developer, proficiency with modern programming languages and REST/SOAP APIs, and 30–50% travel, with a preference for familiarity with cloud ecosystems and enterprise software architecture. Additional preferred qualifications include the ability to present technical concepts to diverse audiences and a portfolio of personal projects or GitHub contributions. The position is based in Mexico (CDMX or Estado de Mexico) with a hybrid work model, and Zendesk commits to diversity, inclusion, and reasonable accommodations for applicants.

This role is a Technical Architect at Zendesk responsible for understanding and implementing customer requirements to integrate Zendesk into workflows, collaborating with customer SMEs, and configuring the Zendesk instance for customer success. You will lead technically oriented customer conversations, translate complex concepts for executives, design and prototype technical solutions, and provide field feedback to influence product development. Requirements include a Bachelor's or equivalent with 1-2+ years delivering consulting or programming in languages such as Ruby, Python, Java, C#, or JavaScript, strong analytical and scoping skills, experience with RESTful APIs and both backend and frontend development, and SaaS experience, with English proficiency (additional languages a plus). Nice-to-have items include experience in global teams, Zendesk hands-on experience and certifications, and familiarity with backend languages; the role requires residing in Mexico City or Estado de Mexico with a hybrid in-office schedule determined by the manager. Zendesk emphasizes an inclusive workplace, notes that AI or automated decision systems may be used in screening, and provides information about equal opportunity and accommodations for disabilities, including how to request them.

Zendesk is hiring a Senior Software Engineer for its Engineering & Integration Shared Services team to develop software solutions, integrate data across SaaS systems, and enhance the employee and customer experience with Zendesk products. Responsibilities include designing, developing, testing, and deploying standardized integration and automation solutions, participating in backlog refinement, sprint planning, and daily stand-ups within a 2-week Agile Scrum cycle, and exploring AI and ML to drive innovation. Qualifications require at least 5 years in backend or integration engineering, strong Java (required), experience with RESTful APIs and event-driven architectures, cloud fluency (AWS/Azure/GCP), SaaS integrations, testing, DevOps collaboration, Agile with Jira/Confluence, and documentation. Preferred skills include Node.js/Python/Bash, leadership of 1–3 person feature teams, familiarity with low-code/iPaaS, CI/CD tooling, observability, security/compliance, data management and orchestration tools, and exposure to AI/ML and Model Context Protocol. The role requires being physically located in Mexico City or the Estado de Mexico, with Zendesk offering a hybrid work model, a commitment to diversity and inclusion, AI screening of applicants, and accommodations for applicants with disabilities.

Zendesk is hiring a Digital Inside Sales Representative as a founding member of a high-velocity, customer-focused team, with travel to offices for training and then a hybrid schedule. Responsibilities include handling inbound leads and existing customers via phone, Zoom, chat, and email; resolving inquiries to boost online conversions; becoming a Zendesk product expert; conducting discovery calls and demos; and meeting SLAs, KPIs, and a shared revenue target. Requirements include 1+ years of sales experience (SaaS preferred), exceptional written communication in French and English, ability to work with a global market, strong organizational skills, and in-office work 4 days per week; candidates must be located in Mexico City or Estado de Mexico. The hybrid arrangement combines onsite collaboration with some remote work, with in-office days determined by the hiring manager. Zendesk is an equal opportunity employer committed to diversity and inclusion, may use AI screening, and offers accommodations; applicants can learn more via the company's careers page.

Zendesk is hiring a Product Led Growth Sales Specialist in Mexico City or Mexico State, with a hybrid work setup requiring in-office presence 4 days a week. The role handles inbound inquiries from new and existing customers, providing support via chat and email (with occasional calls), and guides buyers through the purchasing journey as a stepping stone to sales, marketing, or product roles. Key duties include responding to high-volume inquiries, articulating Zendesk’s value, proactively following up to resolve questions, becoming a product expert, fostering engaging conversations, and collaborating with core sales to transition more complex opportunities while exceeding activity metrics and contributing to revenue. Qualifications include excellent English writing, a desirable secondary language (French, German, Spanish, or Portuguese), sales experience or entry-level readiness, quick learning of tools, strong organizational skills, and prior SDR/BDR or customer-facing experience as a plus, with a preference for those who thrive in fast-paced environments. Zendesk emphasizes diversity and inclusion, is an equal opportunity employer, and provides accommodations for applicants with disabilities, with the location requirement and hybrid schedule noted and accommodation requests handled via email.

This job is for a BI Lead / Senior Analyst in Zendesk’s Enterprise BI & Reporting team, responsible for supporting enterprise dashboards using Tableau, Looker, and Snowflake on a modern data stack with governance to enable scalable self-service. The role blends business and technical skills to elicit requirements, conduct data analysis, recommend BI solutions, build insightful visualizations, and mentor other BI analysts while collaborating with business units, data engineers, data scientists, and analysts. Key duties include refining requirements with internal customers, translating business needs into BI solutions, developing self-service learning materials, performing data profiling and statistical analysis, transforming data into actionable dashboards, and maintaining BI platform operations and runbooks. Required qualifications include a bachelor’s degree (Information Systems) or equivalent, 5+ years of BI experience at a senior level, strong SQL/Python and BI tools (Looker, Looker Studio, Tableau), data profiling and modeling expertise, leadership of large BI projects, and the ability to travel less than 5% with a hybrid onsite/remote schedule based in Mexico City or Estado de Mexico. Zendesk emphasizes diversity and inclusion, notes AI screening for applicants, and offers accommodations; the role involves cross-functional collaboration, standardization of dashboards, and participation in self-service enablement and data glossary/catalog initiatives.

Zendesk is seeking an AI Success Strategist to lead AI-driven customer outcomes by owning strategic AI roadmaps and building executive partnerships to ensure AI initiatives start strong and scale. The role owns end-to-end delivery of customers’ AI roadmaps, translating product capabilities into business strategy, guiding adoption from initial deployment through sustained expansion, and measuring success via customer satisfaction, increased automated resolution usage, and retention. Key responsibilities include serving as design authority for AI deployments, shaping a long-term AI vision with executives, aligning cross-functional teams, leading engagement as the main point of contact, maintaining mutual AI roadmaps and channel/adoption strategies, and using data-driven insights to drive impact. Requirements include a minimum of 5+ years in Customer Success/Experience with at least 1+ year in AI, enterprise SaaS GTM or customer-facing roles, experience using adoption and health analytics to forecast churn and expansion, a Bachelor’s degree (advanced degrees or AI strategy/project management certifications preferred), and the ability to distill complex AI concepts for executives alongside knowledge of responsible AI practices. The role is based in Mexico City or Mexico State with a hybrid work arrangement, Zendesk emphasizes diversity and inclusion, and applicants may be screened by AI with accommodations available for disabilities.

The Senior Technical Account Manager (Sr. TAM) at Zendesk is a strategic technical leader for the company’s most complex enterprise customers in the Americas, combining deep technical expertise with business acumen to design transformational CX strategies and mentor the TAM team. Core responsibilities include acting as the technical strategist to develop and execute customer tech strategy roadmaps, architecting multi-brand CX ecosystems, driving ROI-focused transformation programs, leading executive reviews, coordinating Zendesk resources, mitigating critical issues proactively, advocating for customers with product teams, mentoring junior TAMs, and scaling solutions across multiple customers. Required qualifications include 12+ years of technical experience (8+ in enterprise), proven executive-level advisory experience, strong SaaS and service management background, excellent communication, expertise in SaaS architectures and APIs, industry CX domain knowledge, and optional Zendesk-specific environment experience. Language requirements include proficiency in English for North American customers, fluency in Spanish, with Portuguese a plus; travel is expected quarterly in North America; the role requires location in Mexico City or Estado de Mexico, with a hybrid work arrangement. Zendesk emphasizes a diverse, inclusive workplace with flexible work arrangements, AI screening in hiring, equal opportunity employment, and accommodations for disabilities.

The Lead Business Process Analyst will lead ongoing transformation to achieve operational excellence and improve core business processes, focusing on customer experience and leveraging AI-driven automation across Zendesk Operations. Key duties include driving continuous improvement across analysis, discovery, implementation, and measurement with AI integration, coordinating end-to-end projects and change management to achieve cost and efficiency goals, and facilitating cross-functional decision-making to align AI initiatives with business needs. The role also serves as the AI subject matter expert, acts as a strategic advisor across Customer Operations, builds stakeholder partnerships, develops improvement tools and standardized AI prompts, and delivers executive presentations on progress and outcomes. Required experience includes 5+ years in process mapping and workflow design, Zendesk platform knowledge, project execution from conception to delivery, proficiency with Google Suite and PM tools, AI literacy to identify use cases, change management certification (Prosci) preferred, and strong communication with a culture of innovation. The position requires physical presence in Mexico (CDMX or Estado de Mexico) with a hybrid work arrangement, and Zendesk emphasizes diversity and inclusion, accommodations for applicants with disabilities, and uses AI-based screening as part of the hiring process.

The principal analyst at Zendesk leads advanced analytics and automation across Workforce Management and Quality Assurance, solving complex, ambiguous problems with high autonomy and shaping standards and measurable outcomes. Responsibilities include translating business goals into WFM/QA roadmaps, creating forecasting/backlog playbooks and QA scorecards, establishing experimentation standards, and defining governance for ethical data use and model risk management. The role covers Advanced Workforce Management (forecasting, capacity/hiring planning, scheduling strategies, intraday/variance analysis) and Quality Management Analytics (QA frameworks, calibration, and integrating speech/text analytics with VoC/CSAT/NPS to drive improvements). It also emphasizes Insight, Automation, & Tooling (executive dashboards, data models, data quality, and AI-assisted analytics) and Cross-functional Influence & Program Execution (leading cross-functional pilots, forums, and acting as a WFM/QA Center of Excellence). Qualifications require 8+ years in contact center ops with deep WFM/QA expertise, proficiency with WFM/QA platforms, strong SQL and BI skills, and preferred Six Sigma/Lean or PMP/Agile, with a hybrid/remote work model and location in Mexico City or Estado de Mexico; the role involves no direct people management and includes commitment to equal opportunity and AI screening.

Zendesk is hiring a highly skilled Analyst to lead the “Analysis” area within its BI team, balancing technical and soft skills to establish the function's foundation, ensure data cleanliness, and deliver impactful business insights. The role involves defining new methodologies, standards, governance guidelines, leading projects, mentoring peers, presenting to stakeholders, and stepping in as the team leader when the manager is unavailable. Key duties include refining requirements with internal customers, translating business needs into BI solutions, creating learning materials, performing data profiling, transforming data into dashboards/reports/datasets, conducting moderate to complex statistical analyses, and collaborating with data engineers for validation. Requirements include 6+ years in Analytics/BI, proficiency in SQL and data analysis, experience building dashboards, strong business acumen, and leadership; nice-to-have items include management experience, Python, Looker, Tableau, and project management, with a mandatory location in Mexico City or Estado de Mexico and a hybrid in-office schedule. Zendesk emphasizes an inclusive, hybrid work culture, notes that AI or automated decision systems may screen applicants, and is an equal opportunity employer offering accommodations for applicants with disabilities.