About the role:

You will be joining the team that is building and maintaining our continuously maturing Zendesk Platform that enables our global customer and technical support ticketing solution providing the business with robust functionality for effective handling, routing, and reporting on volumes of tickets through multiple channels.

In collaboration with Customer/Technical Support, Sales, and R&D groups, you will take abstract concepts and create technical solutions.  You will contribute through requirements design, development, testing and deployment. You will ensure that the architecture and design are of high quality, stable, scalable and reliable. You drive technical design and best engineering practices through design reviews, architecture reviews, user validation activities, and business customer interactions.

You should apply if:

• You want to impact the industries that run our world: Your efforts will result in real-world impact—helping to keep the lights on, get food into grocery stores, reduce emissions, and most importantly, ensure workers return home safely.
• You are the architect of your own career: If you put in the work, this role won’t be your last at Samsara. We set up our employees for success and have built a culture that encourages rapid career development, countless opportunities to experiment and master your craft in a hyper growth environment.
• You’re energized by our opportunity: The vision we have to digitize large sectors of the global economy requires your full focus and best efforts to bring forth creative, ambitious ideas for our customers.
• You want to be with the best: At Samsara, we win together, celebrate together and support each other. You will be surrounded by a high-caliber team that will encourage you to do your best.

Click here to learn about what we value at Samsara.

In this role, you will:

• Join our transformation journey of the Customer Support Systems Organization. As a Lead Developer for our Zendesk and Twilio SaaS Platform engineering you will provide intuitive, reliable, and responsive collaboration platforms for Samsara’s customers, partners, and employees. As part of this team, you will be responsible for assisting in the creation and integration of a variety of our communication platforms, including Zendesk, Twilio and integrating with our existing systems.
• Champion, role model, and embed Samsara’s cultural principles (Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, Win as a Team) as we scale globally and across new offices

Minimum requirements for the role:

• 3+ years of progressive hands-on experience with design, configuration, testing, deployment, and support in a Zendesk environment. Proven experience with implementations to multiple business threads in a dynamic business setting.
• 1+ years of experience in building IVR Call flows using the Twilio Contact Center.
• 5+ years of software development experience building, deploying and scaling distributed, highly available, large scale, high performing multi-tenant SaaS based customer facing products and services.
• Ability to support an on-call rotation (minimal impact)
• Experience building microservices and customer facing APIs. 
• Experience with Twilio Contact Center services – Twilio Flex, Programmable Voice, Chat, SMS, Taskrouter, Flex Insights, etc.
• Experience with Python, JavaScript and at least one public cloud platform such as AWS, Azure, Google, Rackspace, or other related cloud platform.
• Previous experience handling and supporting mission critical enterprise systems. Ability to diagnose and respond to interruptions and critical issues in a timely manner 
• BS in Computer Science/Engineering, or equivalent technical experience.
• Self-motivated with a strong sense of ownership, urgency, and drive.

An ideal candidate also has:

• Solid understanding of "Zendesk Explore”
• Experience with the Zendesk API suite
• Experience in implementing Twilio flow with Zendesk CRM system
• Experience in a continuous Agile approach of integration dev/deploy format. 
• Experience with software integrations and building middleware connectors.
• Skilled in troubleshooting network connectivity issues, including basic SSL/TLS.
• Customer Focus - Deep passion and desire for creating amazing customer & colleague experiences.
• Get Things Done - Great work ethic and moves with a sense of urgency.
• Obsesses over the Details – committed to paying attention to the details.
• Drives Continuous Improvement – Always focusing on effective and efficient work and ways to get better.
• Build for the Long Term – committed to pursuit of growing personally & professionally and has a focus on bringing your colleagues along with you on that journey. Build the solution which serves Samsara’s needs for many years to come.