Technical Support Engineer, Tier 2

Zendesk is hiring a Technical Support Engineer, Tier 2 to join our fully remote team in the United States. As a Technical Support Engineer, Tier 2, you'll help customers succeed and resolve issues with empathy. This is a freelance, work-from-home role open to candidates across the US (Remote — US (EST)). About the role You'll help customers succeed and resolve issues with empathy, partnering with a friendly, distributed team across US time zones. We care about outcomes over hours and give you the autonomy, tools, and support to do your best work from home. What you'll do: • Respond to customer questions via chat, email, and tickets • Maintain high customer satisfaction scores • Document solutions and improve help content • Escalate bugs and feedback to product teams • Troubleshoot and resolve product issues What we offer: • Comprehensive medical, dental, and vision coverage • 100% remote, work-from-anywhere-in-the-US culture • Competitive salary and meaningful equity • Home office and wellness stipends • Paid parental leave How we work We're remote-first and async-friendly. Expect clear documentation, regular feedback, supportive teammates, and real opportunities to grow your career. Zendesk is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for everyone.

Minimum qualifications: • 2+ years of relevant experience • Empathy and patience • Excellent written and verbal communication • Reliable home internet and a quiet workspace • Comfort with support tools (Zendesk, Intercom) Nice to have: • A growth mindset and eagerness to keep learning • Familiarity with modern collaboration tools (Slack, Notion, Linear)