Role and Responsibilities

• Build and maintain support applications and tools.
• Improve team efficiency and quality by building / maintaining tools to assist in daily operations.
• Build and maintain apps/integrations that bring critical user information directly into the support platform.
• Build and maintain integrations with our support platform (Zendesk) and external services (e.g. Vimeo, OTT, Salesforce, Airtable, Slack, etc.). In particular, maintain the webhook integration between Zendesk and Vimeo.
• Configure and maintain other third-party applications within the support platform.
• Build and maintain the Help Centre front end and Help center customization.
• Knowledge on SSO (single sign on) and ability to customize support experience based on Customers identification (membership type).
• Add/remove copy, upsells, and tweaks to the overall appearance.
• Implement Help Centre integrations (AI chatbot).
• Build and maintain browser-based and phone support channels.
• This includes the Core Contact Form, other specialized contact forms, as well as various Zendesk widgets across the site.
• Investigate and implement new support channels, such as AI-powered chat interfaces.
• Build, evolve and maintain the Enterprise phone support line in Twilio.

• 4+ years in a systems application developing/engineering role within customer support.
• 3+ years of experiences working with Zendesk app frameworks and Web API s and a general understanding of Zendesk is a must.
• Proficiency in NodeJS, Python, PHP, ReactJS, NextJS.
• CI/CD tools.
• Bachelor's degree in Computer Science, Information Technology, or related field