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The Technical Architect role at Zendesk is responsible for understanding, detailing, and implementing customer requirements to integrate Zendesk into client workflows, collaborating with customer SMEs to design a successful instance. You will lead technically oriented conversations with current and prospective customers, work with Consulting, Support, and Account Management teams, and translate highly technical concepts for executive stakeholders. You will design, prototype, and present technical solutions for customer use cases, provide validated workarounds for product gaps, and lead technical discussions across a broad range of technologies. Requirements include a bachelor’s degree (or equivalent) with 1-2+ years in consulting or programming (Ruby, Python, Java, C#, or JavaScript), strong analytical and scoping skills, RESTful API experience, full-stack development (backend and frontend), SaaS experience, and excellent English communication (additional languages are a plus). The position is based in Mexico (CDMX or Estado de Mexico) with a hybrid in-office schedule, Zendesk emphasizes equal opportunity and inclusion, and they may use AI screening with accommodations available for applicants with disabilities.

The People Team at Zendesk is hiring an Executive Assistant to support multiple VPs globally from Mexico City, handling calendar management, travel, meetings, and event coordination. The role requires excellent verbal and written communication, strong initiative, professionalism, discretion, and the ability to thrive in a fast-moving, high-growth tech/SaaS environment. You will actively manage calendars, prioritize requests, handle emails, and own logistics for meetings and all-hands, including invites, agendas, slide decks, catering, notes, action items, and cross-team coordination while maintaining confidentiality. Requirements include 2+ years supporting C-level executives, superb time management and project/event management skills, on-site work in Mexico with some off-hours availability, strong customer service, and expert Google Suite knowledge. Zendesk is an equal opportunity employer that supports hybrid work, diversity and inclusion, and reasonable accommodations, with AI screening potential in the selection process; applicants must be located in CDMX or Estado de Mexico.

Zendesk is seeking Incident Responders for internal IT services to triage, swarm with domain teams, and restore service across 70+ CIO-owned applications within a hybrid SRE model. You’ll participate in incident triage and restoration, join swarms with the Incident Commander and domain owners, contribute to post-incident reviews, and respond to on-call alerts and escalations to reduce MTTR. Requirements include 3+ years in incident management/SRE/NOC/IT ops, ITIL knowledge, experience with high-severity incidents, familiarity with Incident.I/O and PagerDuty, and strong cross-functional communication; nice-to-haves include ITIL 4, automation scripting, SRE principles, and prior SaaS/customer support experience. The role requires being physically located in Mexico City or Estado de Mexico, with a hybrid schedule that includes some in-office presence to be determined by the hiring manager. Success will be measured by reductions in MTTR/MTTD, timely incident documentation and status updates, effective participation in swarming and PIRs, and adherence to on-call and escalation standards, alongside collaboration with Incident Response Lead and Problem Management, with Zendesk supporting diversity and accommodations as needed.

The Senior Technical Account Manager (Sr. TAM) at Zendesk serves as a strategic advisor and technical leader for the company’s most complex enterprise customers, using deep technical expertise and business acumen to design and implement sophisticated customer experience strategies with measurable business impact while mentoring the broader TAM team. Core responsibilities include acting as the technical strategist to create and execute customer roadmaps, architecting multi-brand CX ecosystems, leading executive reviews and ROI discussions, coordinating Zendesk resources across deployments, driving proactive issue mitigation, advocating for customer needs with product teams, mentoring junior TAMs, and identifying opportunities to scale solutions. Required qualifications include 12+ years of technical experience (8+ in enterprise), a track record of delivering measurable business outcomes through technical leadership, extensive SAAS service management experience, executive-level advisory credibility, strong cross-functional leadership, superior communication, and expertise in SaaS architectures and Zendesk concepts (plus). The role is based in Mexico City or Estado de Mexico with a hybrid work model requiring some in-office presence; Zendesk emphasizes a fulfilling, inclusive culture with flexibility, remote options, and community engagement, and notes that AI may be used in screening while ensuring equal opportunity. Success indicators include strategic adoption and expansion of Premier Enterprise offerings with measurable outcomes, recognition as a trusted advisor to clients, proactive architectural guidance preventing issues, influence on product strategy, mentorship impact, and scalable methodologies across the TAM organization.

The Senior Engagement Manager at Zendesk leads the company’s most complex, high-value client projects with a blend of leadership, strategic thinking, and advanced project management, while mentoring junior team members and helping improve delivery methodologies. Key responsibilities include acting as the lead client contact, delivering end-to-end projects on time and within budget, refining methodologies, managing risks, guiding strategic direction, supporting business development, staying current on industry trends, and ensuring cross-functional collaboration for client satisfaction and profitability. Qualifications require fluent Spanish and English (Portuguese preferred), 5+ years in client-facing consultancy or professional services with significant leadership experience, the ability to manage multiple engagements, strong communication and analytical skills, proficiency with PM software and CRM tools, a bachelor’s (master’s preferred), experience with various contract types, and willingness to travel up to 25%. The role is based in Mexico (Mexico City or Estado de Mexico) with a hybrid work arrangement that requires in-office presence part of the week and a schedule determined by the hiring manager. Zendesk emphasizes a supportive, diverse, and inclusive culture with competitive pay and benefits, a focus on work-life balance, and accommodations for applicants with disabilities, while AI may be used in screening and the company remains an equal opportunity employer.

Zendesk is seeking a Senior HRIS Analyst with hands-on Workday Talent & Performance expertise to lead the system’s evolution, troubleshoot complex issues, document the rationale, and mentor junior teammates. You’ll own end-to-end Talent & Performance configuration (Reviews, Calibration, Succession, Reporting, and integration with Advanced Compensation) while handling day-to-day tickets and supporting related modules. Required qualifications include 5+ years in HRIS with 3+ years in Workday configuration, 2+ years in Talent & Performance, expert skills in Reporting, Calculated Fields, and EIBs, plus UAT, regression testing, and strong documentation; you must be fluent in English and physically located in Mexico City or Estado de Mexico. The ideal candidate will have a solution-architect mindset, be a natural teacher, translate people strategies into technical solutions in an agile environment, and communicate effectively with non-technical stakeholders, with a curiosity-driven, ownership mindset. The role features a hybrid in-office/remote arrangement, requires in-person presence part of the week, and Zendesk commits to diversity, inclusion, AI screening, and accommodations for disabilities.

This Zendesk Professional Services role is for a Paid Services Consultant who guides customers in mapping business needs to the Zendesk Resolution Platform, serving as a technical expert and experience-maker who enables adoption and AI-driven transformation. Its overarching objectives are to accelerate time-to-value through adoption and operational excellence, be the customer's technical expert, and lead end-to-end delivery with clear scope and timelines. Responsibilities include guiding onboarding and configuration, maintaining product expertise, delivering consultative sessions, conducting onsite and remote meetings, ensuring customer satisfaction, resolving complex issues, handling escalations, collaborating with Customer Success and Sales, and managing projects to meet deadlines. Required skills include strong consulting, communication, and project-management abilities, deep AI and Zendesk product proficiency, adaptability, problem-solving, continuous learning, and the ability to distill AI concepts for diverse audiences. Requirements include a Bachelor’s degree, 3+ years of tech/SaaS consulting in customer-facing roles, SaaS deployment experience, English fluency, preferred advanced AI strategy or PM certifications, and the position is based in Mexico (CDMX or Estado de Mexico) with hybrid work; Zendesk also notes AI screening and a commitment to diversity and inclusion.

Zendesk is seeking a Senior Data Engineer for its Product Analytics team to design scalable data solutions that drive product adoption and customer retention. Key duties include collaborating to define requirements, building and maintaining ELT pipelines, transforming raw data for analytics, building SQL models with dbt and ETL tools, optimizing data delivery, and contributing to the team’s technical vision while standardizing product data modeling across the company. Required qualifications include a quantitative background, experience with data pipelines in big data environments, strong SQL, hands-on experience with dbt, Airflow, and Snowflake, familiarity with cloud data warehouses (BigQuery, Redshift, Snowflake), and skills in performance tuning and cost optimization, plus experience with Tableau or Looker and strong communication; B2B tech experience is a plus. The role is located in Mexico City or Estado de Mexico with a hybrid work arrangement requiring in-office presence part of the week, as determined by the hiring manager. Zendesk emphasizes equal opportunity, diversity and inclusion, may use AI screening, and offers accommodations for applicants with disabilities, promoting a fulfilling and inclusive global workplace.

Zendesk seeks a dynamic Principal, Business Transformation to join the Transformation & Operations Excellence team, driving cross-functional programs that accelerate enterprise performance and scale to deliver the company’s strategy. The role owns high-priority initiatives from planning through execution, partnering with senior leaders, private equity owners, and consultants to ensure alignment with goals and to deliver sustained business outcomes, including AI-first initiatives when applicable. Responsibilities include turning ambiguous visions into execution-ready initiatives, driving governance and cross-functional engagement, acting as a strategic thought partner, building and leading the program team, tracking success, and communicating with the Executive Leadership Team and Board. Requirements include 7–10 years in related fields, a track record of delivering large-scale programs (ideally AI-driven), strong cross-functional collaboration and risk management, executive presence, and relevant certifications; and the role requires being located in Mexico City or State of Mexico with a hybrid work arrangement. Zendesk emphasizes a hybrid, inclusive culture, notes that AI screening may occur for applications, and is an equal opportunity employer that provides accommodations as needed.

Zendesk is hiring a Product Led Growth Sales Specialist based in Mexico (CDMX or Estado de Mexico) with a hybrid work model requiring in-office presence part of the week. The role is inbound-focused, handling inquiries via Zendesk chat and email, with calls when needed, and is designed as a stepping stone into sales, marketing, or product management. Responsibilities include responding to high-volume inbound leads and inquiries, articulating Zendesk's value, proactively following up to resolve inquiries, becoming a product expert, building engaging conversations, and collaborating with core sales to hand over complex opportunities while driving activity and revenue. Qualifications include excellent English writing, a desirable second language (French, German, Spanish, or Portuguese), sales experience or entry-level, passion for Zendesk tech, strong organization, ability to thrive in a fast-paced environment, and prior SDR/BDR or customer-facing experience is a plus. Zendesk is an equal opportunity employer that values diversity and inclusion, offers a hybrid work arrangement, and provides accommodations for applicants with disabilities, including location-specific notes and a contact for accommodation requests.

Zendesk’s Enterprise BI & Reporting team is seeking a proactive BI Lead (Senior Analyst) to support enterprise dashboards using Tableau, Looker, and Snowflake, requiring a blend of business and technical savvy, collaboration, and strong communication with internal partners. The role is a technical expert responsible for eliciting requirements, conducting data analysis, recommending BI solutions, building insightful visualizations, guiding stakeholders to translate data into actionable insights, and mentoring other BI Analysts to grow talent. Key responsibilities include refining requirements with internal customers, translating business needs into BI solutions, creating self-service learning materials, performing data profiling and analysis, transforming data into dashboards/reports, performing statistical analyses, and collaborating with data engineers on validation and testing, while developing platform operations and runbooks. Required qualifications include a Bachelor's in Information Systems or equivalent, 5+ years of BI experience at a senior level, strong SQL/Python and tools (Looker, Looker Studio, Tableau), data profiling/modeling knowledge, experience extracting data from data warehouses and APIs, and a track record leading large BI projects; travel less than 5%. Location and work arrangements: this role must be physically located in Mexico City or Estado de Mexico, with a hybrid model requiring in-office presence part of the week; Zendesk is an equal opportunity employer committed to diversity, with AI screening per policy and accommodations available for applicants with disabilities.

The Senior Analyst, Ops Integration at Zendesk will manage employee lifecycle administration with speed and accuracy, emphasizing customer (employee) service, problem-solving, and scalable solutions. Responsibilities include turning ad hoc processes into scalable capabilities, building playbooks, embedding new capabilities across the Service Excellence team, and serving as the escalation path for pre-hire, onboarding, job transition, and offboarding tasks. The role will coordinate IT, Procurement, and Legal for lifecycle administration, drive new technology or process implementations, and lead process and systems work streams for initiatives such as M&A activity, new country setup, and new tech deployments, while working cross-functionally to bridge gaps. Requirements include a bachelor’s degree in HR, Business Administration, or a related field; 4-6 years of HR operations experience; strong problem-solving, attention to detail, and communication skills; the ability to manage multiple projects; Workday experience is required, with Zendesk experience preferred, and proficiency in Excel/Google Sheets for data analysis and reporting. Location is in Mexico City or the State of Mexico with a hybrid schedule requiring some in-office presence; Zendesk promotes diversity, equity, and inclusion, may use AI in screening, is an equal opportunity employer, and provides accommodations for applicants with disabilities, with a contact for accommodation requests.

Zendesk is seeking an AI Success Strategist to own end-to-end delivery of customers’ AI roadmaps, translating product capabilities into clear business strategies and building executive partnerships to launch and scale AI initiatives. The role acts as the design authority for AI deployments, leading solution design reviews and coordinating with Product, Professional Services, and Engineering to resolve blockers and guide adoption from initial launch through expansion. You will define a long-term AI vision, align internal and external stakeholders, and drive structured discovery and success-planning engagements that yield measurable milestones early in the lifecycle, with success measured by adoption, satisfaction, and retention. Key objectives include accelerating time-to-value, owning multi-year AI roadmaps across Product, Services, Sales, and Partners to scale safe, sustainable AI programs, and delivering quantified commercial outcomes such as renewals and revenue retention. The role requires 5+ years in Customer Success/Experience with at least 1 year in AI, prior enterprise SaaS GTM or related roles, strong adoption analytics experience, a bachelor’s degree (advanced degrees or AI strategy/project management certifications preferred), and it is based in Mexico with a hybrid in-office schedule; Zendesk emphasizes diversity and provides accommodations as needed.

Zendesk's AI Services Consultant role involves delivering technical solutions on the AI-powered Resolution Platform, acting as the customer's technical expert and trusted advisor to accelerate value and adoption. Its objectives are to accelerate time-to-value by driving AI adoption and operational excellence, translate customer goals into the right configurations and integrations, and lead end-to-end delivery. The role's mission is to remove roadblocks for customers, guide them through complex configurations with agility, and ensure measurable business outcomes from initial deployment to scale. Requirements include 5+ years in consulting or professional services, enterprise SaaS/go-to-market experience, adoption analytics and success-planning experience, a relevant bachelor’s degree (AI strategy or project-management certifications preferred), and Mexico-based hybrid work with in-person presence in Mexico City or Estado de Mexico. Zendesk champions diversity and inclusion, uses transparent AI screening, and supports accommodations for disabilities within a hybrid, globally connected workplace.

Zendesk is hiring an AI Services Consultant in its Professional Services team to drive the deployment and adoption of AI on the Zendesk AI-powered Resolution Platform, acting as the technical and product expert to deliver quick time-to-value for customers. The mission is to provide technical solutions and remove roadblocks, guiding customers through complex configurations to drive transformative business outcomes, with overarching goals to accelerate time-to-value, be the customer’s AI technical expert, and lead end-to-end delivery. Key responsibilities include offering expert guidance on implementation and optimization of Zendesk AI products, facilitating change management and training, ensuring timely project delivery, maintaining high customer satisfaction, and collaborating with internal teams like Customer Success and Sales to align on the customer AI roadmap and overcome blockers. Requirements include 3+ years in consulting/professional services, experience in go-to-customer/GTM roles in enterprise tech or SaaS, experience with adoption analytics and success plans, a related bachelor’s degree (AI strategy or project management certifications preferred), strong program management and communication skills, and the need to be located in Mexico City or Estado de Mexico with a hybrid in-office schedule. Zendesk highlights its commitment to diversity and inclusion, notes that AI may be used to screen applicants, and offers accommodations for applicants with disabilities.

Zendesk is hiring a highly skilled Analyst to lead the Analysis area within its Business Intelligence team, balancing technical and soft skills at 50-50 and building the function's foundation, direction, and data governance from scratch. The role will lead projects, present to stakeholders, mentor peers, and step in as team leader when the manager is unavailable, while refining requirements with internal customers and translating business needs into BI solutions. It also includes developing user learning materials, conducting data profiling to choose the best data sources, transforming data into impactful dashboards and reports, performing moderate to complex statistical analyses, and collaborating with data engineers on validation and testing, while expanding expertise in the data ecosystem and emerging BI trends. Required: 6+ years in Analytics or BI; proficiency in SQL, data analysis, and dashboard building; strong business understanding and leadership; nice-to-have skills include Python, Looker, Tableau, and project management. The position requires being physically located in Mexico City or Estado de Mexico, with a hybrid work model and in-office schedule determined by the hiring manager, and Zendesk emphasizes equal opportunity, diversity and inclusion, AI-driven screening, and accommodations for disabilities.

Zendesk is hiring a versatile Development Analyst with strong data engineering, dashboard development, AI, and cloud skills, comfortable working in Agile environments. Key responsibilities include building SQL-based data pipelines in DBT, creating and maintaining dashboards in Tableau and Looker, defining new metrics and methodologies, and maintaining the technology stack with AI implementations. Required qualifications are SQL 5+ years, databases 4+ years, dashboard development 4+ years, and Python 3+ years. Nice-to-have items include cloud platforms, ML/AI, data visualization tools such as Tableau/Looker, DBT, Agile experience of 2+ years, and broader data engineering; candidates must be located in Mexico City or Estado de Mexico, with a hybrid work model. Zendesk emphasizes diversity, equity, and inclusion, may use AI screening for applicants, and provides accommodations for applicants with disabilities; the role supports a hybrid in-person/remote arrangement and directs inquiries to their careers page.

Zendesk is hiring a Product Manager/Owner for its Employee Technology Platforms to lead the employee experience across enterprise collaboration tools such as Google Workspace, Slack, and Zoom, with a focus on delivering a world-class, hybrid-friendly ecosystem. The role involves defining roadmaps, coordinating cross-functional work with Internal Communications and stakeholders, leading agile ceremonies, performing user research, and driving adoption through analytics. Basic qualifications include 5+ years of employee-focused product management, 3+ years managing Zoom/AV or similar tools, and strong presentation, usability, and Agile skills. Preferred qualifications include comfort with enterprise collaboration software, the ability to work independently and in large project teams, critical thinking, autonomous leadership of projects, and a passion for process optimization. The position is based in Mexico (Mexico City CDMX or Estado de Mexico), with a hybrid schedule requiring some in-office presence, and Zendesk emphasizes its commitment to diversity, inclusion, and accommodations for disabilities.