Dutch Bros Coffee

Zendesk Engineer

Dutch Bros Coffee

full-time

Posted on:

Location Type: Hybrid

Location: Tempe • Arizona • 🇺🇸 United States

Visit company website
✨ AI Apply
Apply

Job Level

Mid-LevelSenior

Tech Stack

ITSM

About the role

  • Manage the full Zendesk product lifecycle, from roadmap definition to hands-on configuration
  • Collaborate with stakeholders across multiple business units to gather requirements
  • Implement best practices and deliver integrations that align with operational and business objectives
  • Develop and maintain the Zendesk roadmap, ensuring alignment with Technology and operational goals
  • 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

Requirements

  • 4+ years of experience in product management, platform ownership, or administration of enterprise SaaS platforms
  • 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
  • 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
  • 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.
Benefits
  • Health insurance
  • Paid parental leave
  • Education assistance
  • Flexible scheduling
  • 401K

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
Zendesk administrationproduct managementplatform ownershipautomationAI solutionsworkflow designdata analysisreportingintegrationITSM processes
Soft skills
collaborationstakeholder engagementcommunicationproblem-solvingdata-driven decision-making
Certifications
Zendesk Administrator certificationAdvanced Administrator certification