Zendesk · 16 hours ago
Manager, Technical Architecture
New Mexico, United States
Full-time
Hybrid
Senior Level
$210K/yr - $316K/yr
6+ years expZendesk is a company that powers billions of conversations with brands through its customer service software. The Manager of Technical Architecture will lead a global team of Technical Architects, ensuring high-quality technical delivery and the professional growth of team members while balancing people management with technical oversight.
Customer ServiceData ManagementEnterprise SoftwareSoftwareTechnical Support
Responsibilities
Manage a global team of Technical Architects, providing regular coaching, performance feedback, and career development
Mentor the team on best practices for AWS environment deployment, contact center logic, and coding standards in Python and Node.js
Handle high-profile customer escalations with confidence, supporting your TAs in resolving complex technical or project-related issues
Collaborate with leadership to assign TAs to projects based on expertise and bandwidth, ensuring the team can manage multiple concurrent engagements
Oversee the end-to-end technical delivery of implementation projects, ensuring global consistency in how solutions are documented and executed
Review and approve Technical Design Documents (TDD) and Custom App Specifications produced by the team to ensure they meet Zendesk’s high standards for scalability and efficiency
Serve as the final point of escalation for complex design decisions involving Amazon Connect, Lex, Lambda, DynamoDB, and other AWS services
Work closely with Engagement Managers, Services Consultants, and Solution Architects to serve as the lead technical voice within the Professional Services organization
Identify product limitations discovered during implementations and collaborate with the Product and Engineering teams to recommend enhancements based on global market demands
Assist the sales organization by reviewing technical solutions and estimates for prospective customers to ensure they are viable and accurately scoped
Identify opportunities to automate deployments and improve solution efficiency across the TA organization
Lead global training sessions and handovers to ensure technical product expertise is maintained across the entire Zendesk product suite
Articulate complex technical strategies and roadmaps to diverse audiences, including executive-level decision-makers
Qualification
Required
Bachelor's Degree or equivalent experience
Minimum of 6+ years in consulting services or programming, with at least 2+ years in a formal leadership or management role
3+ years of hands-on experience building, migrating, and deploying complex cloud-based solutions
Expert knowledge of AWS environments and contact center integrations
Strong hands-on programming skills (Python, Node.js, or Java) and comfort with AWS Lambda
In-depth familiarity with RESTful APIs and SaaS application support
Proven ability to manage a team handling competing priorities across multiple global projects
Exceptional communication and analytical problem-solving abilities
A passion for building contact center solutions and a willingness to 'get your hands dirty' alongside your team when necessary
Benefits
Bonus
Benefits
Related incentives
Company
Zendesk
Zendesk develops a customizable customer service platform for organizations.
5001-10000 employees
H1B Sponsorship
Zendesk has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (50)
2024 (69)
2023 (37)
2022 (92)
2021 (93)
2020 (44)
Funding
Current Stage
Public CompanyTotal Funding
$85.5MKey Investors
RedpointMatrixBenchmark
2022-11-22Private Equity
2022-06-24Acquired
2019-09-18Grant
Leadership Team
Mikkel Asger Svane
CEO and Co-Founder
Adrian McDermott
Chief Technology Officer
Recent News
Index Ventures
2026-01-06
Small Business Trends
2026-01-04
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2025-12-25
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