Zendesk Administrator – Integrations & Data Migration Specialist (SDQ)

Position Summary:

We are seeking an experienced Zendesk Administrator with a strong technical background to lead the configuration, optimization, and integration of our Zendesk instance. The ideal candidate will be responsible for managing day-to-day Zendesk operations, handling complex data migrations, and building and maintaining API-based integrations with other systems.

This is a high-impact role requiring both strategic thinking and hands-on execution to ensure our customer support tools are optimized for efficiency and scalability.

Responsibilities:

Zendesk Configuration & Administration

• Manage all aspects of Zendesk, including Support, Chat, Talk, Guide, and Explore.
• Create and maintain triggers, automations, SLAs, views, macros, and custom fields.
• Monitor system health and performance, implementing improvements where needed.

Data Migration

• Plan, execute, and validate data migrations from legacy systems or other CRMs into Zendesk.
• Clean and transform large datasets for import/export using tools like Excel, CSV editors, or ETL platforms.
• Ensure data integrity, mapping accuracy, and minimal disruption to business operations.

Integrations & API Management

• Develop and manage custom integrations between Zendesk and other platforms (e.g., Salesforce, HubSpot, Shopify, Jira, etc.).
• Utilize Zendesk REST APIs and webhooks to automate workflows and improve agent efficiency.
• Work with engineering and product teams to design scalable, secure integration architectures.

Technical Support & Documentation

• Troubleshoot Zendesk and integration-related issues.
• Provide training and documentation for internal stakeholders and support teams.
• Stay up-to-date on Zendesk product changes and new features.

Required Skills/Abilities:

• Advanced English proficiency
• 3+ years of hands-on experience administering Zendesk.
• Strong proficiency in data migration, data mapping, and cleansing best practices.
• Proven experience working with Zendesk APIs and integrating with external systems.
• Working knowledge of scripting (e.g., JavaScript, Python) or middleware tools (e.g., Zapier, Workato, Tray.io, Integromat).
• Solid understanding of IT systems, databases, and SaaS infrastructure.
• Experience with reporting and analytics tools, including Zendesk Explore and third-party BI tools.
• Excellent project management, communication, and documentation skills.
• Zendesk Admin or App Developer Certification (Preferred)
• Experience with CRM platforms like Salesforce or Hubspot (Preferred)

Education and Experience:

• Bachelor's degree in Systems Engineering, Software Engineering, or a related field. 
• 3+ years of hands-on experience as a Zendesk Administrator
• Previous work in a technical support or customer service environment

Benefits: 

• Insurance under ARS Humano Royal Plan (Option to upgrade to Max Royal Plan)
• Free snacks every day
• Free catered lunch every day
• Free catered dinner (for those on night shifts)
• Door-to-door transportation after 9:00 PM
• Happy hour on Fridays
• Holiday parties!
• An amazing, unique office environment (no cubes, no assigned workstations!)
• Growth and development opportunities (the most in the industry!)
• Professional development courses by leading business schools like Barna
• Yoga and workout classes (coming soon!)
• Community service opportunities (#HoratioCares)
• Discounts at local restaurants and stores

Life At Horatio: 

Horatio is changing the way people experience life at work. Yes, that’s right - working at Horatio is much different than anywhere you’ve ever worked. Here’s what makes our vibe different:

• Employee First (but actually...): At Horatio, we are a family and that plays into everything we do. We know that our employees are the most important part of the team and we treat them as such! Just ask any member of our team about how different Horatio has been for them and why they love it so much! Or, feel free to check out our Instagram page hirehoratiord to see it for yourself. Whether it’s the free meals, concerts, clubs, yoga classes, or awesome office vibe, there’s something for everyone at Horatio!
• Cool Clients: We work with some of the fastest-growing and innovative companies in the world — and a lot of them are startups. That means no boring scripts and repetition. Instead, you will be challenged to provide clients with ideas, feedback, and new strategies based on what you are seeing each day. You’ll get to interact with clients directly too — it could be the head of the customer experience or even the CEO!
• Growth Opportunities: We’re a fast-growing company and have a lot of opportunities for new employees to grow within. A large number of our senior managers started as associates, proved themselves, and were promoted over and over again. If you are smart, hungry, and driven, the sky's the limit at Horatio!
• Wellness Program: Horatio is committed to spread mental health awareness and promote its importance. To take care of our people we have in-house clinical psychologists.