The Ampin App
deep insights into the Atlassian community

The Staff Incident Manager role at Zendesk, based in Manila, aims to drive process improvement, lead Proactive Problem Management, and coordinate engineering response to Severity 0 and 1 incidents across the organization to ensure platform reliability during critical global windows in an AI-first era. Responsibilities include acting as Incident Commander for Severity 0 incidents, leading data analysis and root-cause workflows, reducing MTTR, facilitating blameless post-incident retrospectives, and advancing incident management processes, dashboards, and training. The role involves cross-functional collaboration with Engineering, Product Development, and Customer Advocacy, mentoring other Incident & Escalation team members, and contributing to on-call rotations to support global infrastructure. Qualifications require 5+ years in Incident and Problem Management within enterprise SaaS/IaaS/cloud, strong ITIL knowledge, proven cross-functional leadership for high-severity outages, and the ability to work across AMER/EMEA time zones from Manila; a Bachelor’s degree or equivalent is expected. Preferred qualifications include ITIL v4 Managing Professional/Strategic Leader, experience with AI-driven automation/LLMs in incident response, blameless postmortems in global organizations, plus Zendesk’s commitment to equal opportunity, hybrid work, and potential AI screening of applicants to support diversity, equity, and inclusion.

Zendesk is hiring a Senior Digital Inside Sales Specialist to support their SMB ecosystem, serving as a product expert and strategic value-architect in an AI-first vision. The role involves handling high-velocity inbound leads via chat and email, resolving inquiries to boost online conversions and pipeline, conducting discovery calls, and delivering tailored demonstrations that show business impact while meeting SLAs, KPIs, and revenue goals. Requirements include 2-5 years of professional sales or customer-facing experience, excellent English communication skills, and the ability to work in Taguig City on a hybrid schedule (3 days in the office). Preferred qualifications include SaaS/Cloud/B2B experience and optional fluency in French, Dutch, or Arabic, along with strong digital literacy, execution, and agility. Zendesk promotes a diverse, inclusive, hybrid work culture, notes that AI may be used to screen applications, and provides accommodations for applicants with disabilities.

Zendesk is hiring a Collections Senior Specialist in Manila to manage high-volume accounts receivable, protect revenue, and collaborate with global internal teams for financial excellence. Key duties include managing Segment 3 & 4 portfolios (ARR < $60K), performing detailed account reconciliations, conducting regular customer outreach, cross-functional escalation with Sales, Legal, Finance Ops, and Renewals, and recommending actions such as suspension, cancellation, write-off, and reactivation, along with audit support and process improvements. The role requires developing AR expertise, strong communication, multitasking, collaboration, and integrity, with 2–4 years of related experience (or an advanced degree with no experience) and proficiency in accounting software and Excel/Google. Preferred qualifications include experience in a multinational/global shared services environment, knowledge of ERP systems (Oracle NetSuite or Zoura), and CPA or equivalent certification. The position offers a hybrid work arrangement with some in-office days, and Zendesk emphasizes equal opportunity, diversity and inclusion, AI screening, and accommodations for applicants with disabilities.