Job Summary

Job Summary

We are looking for a skilled Zendesk Developerwith 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, energetic 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 clear documentation for configuratio

📌 Zendesk Developer (Pune)
🏢 Medline Industries
📍 Pune