Location: SF, CA (you must be located in SF, CA and may be required to come into the office 1-2 times a week)

Zendesk Admin - About the role...

HashiCorp is looking for a high-caliber and self- motivated Support Operations Systems Administrator to help administer Zendesk, create high quality reports and dashboards for Managers and Leaders, audit integrations and dependent systems. This is a great opportunity to work in a small team and have a direct impact on HashiCorp's fast growing business. This highly visible position will be an integral part of Support Operations. You are a fit if you thrive in a fast-paced culture that values essential communication, collaboration, and results. You are a self-motivated, detailed individual with an eye for process improvement, project management and problem solving.

The ideal candidate for this role will be someone who has exposure to Zendesk Support Suite and Zendesk Explore and experience with automation, logic, operations, and integration tooling.

In this role you can expect to be...

• Working with the Support Operations Team and Global Support organization to execute, track, and report on all major Support Team initiatives to successful completion.
• Create reports and dashboards within Zendesk Explore and GoogleSheets.
• Continuously improving processes, policies, and tools for tasks performed by Support Engineers and as well as within the Support Operations team
• Working and collaborating with managers, engineers and other stakeholders in HashiCorp to improve the Support Engineer and Customer Experience
• Working Support Operations tickets in Zendesk to perform administrative tasks like configuring triggers, macros, user and account issues, troubleshooting integration issues.
• Audit existing triggers, macros, views, users, permissions within Zendesk for consistency and scalability.

You may be a good fit for our team if you have...

• Over 2 years experience with Zendesk as an Administrator is required
• Zendesk administration - triggers, automations, macros, webhooks etc.
• Zendesk apps/plugins like Jira, Pagerduty
• Zendesk Certified Administrator is a plus.
• Over 2 years of experience creating dashboards and reports
• using Zendesk Explore is required.
• Experience using Jira and Confluence is required.
• Experience in or with Support and Support Operations
• Coding experience interfacing with multiple systems via API is plus
• Ability to write Liquid Code, Web Development (HTML, Javascript, CSS, JSON) is a plus.
• Experience working on projects with multiple stakeholders and knowledge of Change Management best practices is a plus.
• Strong written and verbal communication skills - technical writing experience a plus
• Well-organized, excellent work ethic, attention to detail, and self-starting
• Experience troubleshooting and resolving urgent, high-visibility technical problems
• Excellent problem solving, analytical, and troubleshooting skills
• Bachelor's degree in Engineering, IT or equivalent professional experience is required.
• Hybrid: In the SF, CA HQs 1-2 times a week