Zendesk Platform Software Engineer
HybridCape Town, Western Cape, South Africa
Job Summary
Administer, configure, and govern the Zendesk platform lifecycle, including upgrades, feature rollouts, and environment management. Triage and coordinate advanced technical support escalations with Zendesk Support while designing integrations using REST APIs, Webhooks, and SDKs to connect Zendesk with internal and external systems. Build and maintain data solutions leveraging Google BigQuery and Looker for reporting and analytics, and liaise with third-party vendors and internal engineering teams. Conduct regular compliance audits for POPIA/GDPR, API token reviews, and configuration assessments to ensure security and governance. Lead technical planning, estimation, and project coordination for CX platform initiatives, performing equivalent responsibilities for SurveyMonkey.
Required Qualifications
- Bachelor's Degree in Computer Science, Mathematics, Engineering or a related field
- 2–4 years of hands-on experience in Zendesk administration and configuration
- Proven experience with REST APIs, Webhooks, and SDKs in a SaaS environment
- Proficiency with Google BigQuery and Looker for data analytics and reporting
- Understanding of POPIA or equivalent data privacy regulations (e.g., GDPR)
- Experience conducting technical audits, including API tokens, configurations, and access controls
- Background in e-commerce or high-volume customer service environments
Desired Qualifications
- Zendesk Administrator Certification
- Experience with SurveyMonkey Private App configuration
- Exposure to CX integrations such as 1Stream or CTI solutions
- Familiarity with Jira and Confluence
- Basic scripting skills in Python or JavaScript
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