Job Summary

Job Description

Job Summary

We are looking for a skilled Zendesk Developer with 3–6 years of experience to
support the implementation, configuration, and ongoing evolution of Zendesk
solutions across our support ecosystem. In this role, you will partner with
Support Operations, IT, and Product teams to translate business requirements
into scalable workflows, automation, and integrations that improve agent
efficiency and customer experience. You will own end-to-end delivery—from
solution design and development through testing, deployment, documentation, and
post-go-live optimization—ensuring the platform remains stable, secure, and
aligned with operational KPIs (SLA adherence, first response time, resolution
time, and CSAT).

Key Responsibilities

* Lead Zendesk configuration and enhancements (Support, Guide, Talk/Chat as
applicable) based on business requirements and best practices.
* Develop and customize Zendesk apps using JavaScript, HTML, and CSS; follow
maintainable patterns, version control, and review practices.
* Administer Zendesk instances:



user/agent provisioning, roles and permissions,
groups, organizations, business rules governance, and environmental hygiene.
* Design and maintain automations including intelligent ticket routing,
escalation paths, and SLA policies.
* Build reusable workflows and forms (ticket fields, dynamic content,
conditional logic) to support multiple lines of business and regional
processes.
* Implement integrations using Zendesk REST APIs/webhooks and middleware when
needed; support SSO and user identity mapping.
* Own release execution: requirement clarification, solution design,
development, unit/system testing, UAT support, deployment, and rollback
planning.
* Monitor platform health and troubleshoot incidents; perform root-cause
analysis and deliver fixes that prevent recurring issues.
* Collaborate with cross-functional teams (Customer Support, Support Ops, IT,
Security, Product) and maintain transparent documentati

📌 Zendesk Developer (Pune)
🏢 Medline Industries
📍 Pune