Zendesk Technical Architect

Expected, Zendesk

Operating system, Windows

About the project, We are hiring a Zendesk Technical Architect to shape the future of a global customer support ecosystem for a leading technology organization serving e-commerce, gaming, digital experiences and technology markets. In this strategic role based in Cracow, Poland, the person in this role will drive platform direction, integrations and scalability initiatives, collaborating closely with Digital, Product and Engineering teams. The position is offered as a long-term project and a hybrid working model (preferred 2–3 days/week in the office).

Your responsibilities, Own the Zendesk platform architecture and lead the roadmap for support systems., Design and optimize workflows, ticket routing and automation to improve efficiency and customer outcomes., Lead integrations between Zendesk and CRM, enterprise platforms and third-party services using REST APIs and webhooks., Implement AI-driven and self-service capabilities to reduce friction and scale support operations., Define governance, platform standards and configuration best practices across teams and regions., Drive continuous optimization initiatives, monitoring performance and proposing improvements., Collaborate with cross-functional partners (Digital, Product, Engineering) to align platform changes with business goals.

Minimum 7 years of hands-on Zendesk experience, including advanced expertise with Zendesk Support., Practical experience with Guide, Explore, Talk, Messaging and Zendesk Custom Objects., Proven experience building and maintaining integrations via REST APIs, webhooks and related middleware., Experience operating in enterprise, customer-facing environments and managing platform change at scale., Strong English communication skills (C1/C2 level) to work with global teams., Higher education degree.

What we offer, Hybrid working model, 2–3 days per week onsite in Cracow, Unique TEAL culture, relationship- and respect-driven community, non-corporate atmosphere., Agile approach and no bureaucracy., Outstanding integration trips to various places in Europe for all employees., Activities to support your well-being and health., Luxmed Gold Extended medical care and Multisport Plus benefit.

Benefits, sharing the costs of sports activities, private medical care, sharing the costs of professional training & courses, remote work opportunities, flexible working time, integration events

We encourage qualified candidates to apply via the application form. Applicants will be considered on the basis of their skills and experience.

YOUR ITEAMS sp. z o.o., Our business philosophy had been clarifying for a good few years, during which we gained experience in large and influential corporations. Based on well-established knowledge and best practices, we decided to build a Teal organisation in which we can fully:, , •realize our mutual passion for IT,, •professionally support our clients in this area,, •use the best standards born from our experience,, •have fun creating a harmonious community,, •stay true to our values and treat every person with respect,, •say goodbye to hierarchical treatment and lack of empowerment,, •have a smile on our lips when we think about the next Monday,

This is how we work,