Zendesk Systems Administrator

Snap Inc is a technology company. We believe the camera presents the greatest opportunity to improve the way people live and communicate. Snap contributes to human progress by empowering people to express themselves, live in the moment, learn about the world, and have fun together. The Company’s three core products are Snapchat, a visual messaging app that enhances your relationships with friends, family, and the world; Lens Studio, an augmented reality platform that powers AR across Snapchat and other services; and its AR glasses, Spectacles.

Snap Engineering teams build fun and technically sophisticated products that reach hundreds of millions of Snapchatters around the world, every day. We’re deeply committed to the well-being of everyone in our global community, which is why our values are at the root of everything we do. We move fast, with precision, and always execute with privacy at the forefront.

We’re looking for a Zendesk Administrator to join Team FinTech! Based in our Palo Alto or Santa Monica or Seattle office, we’re seeking a talented and detail-oriented professional to manage, optimize, and scale Snap’s Zendesk platform. In this pivotal role, you’ll collaborate with cross-functional teams across Finance, Legal, People and Law Enforcement to design compliant workflows, automate processes, and enhance the efficiency of our global support operations. Your work will directly impact Snap’s ability to deliver seamless, secure, and scalable support experiences across multiple business domains.

You should have a strong understanding of support operations and system architecture, along with the ability to translate complex business requirements into scalable technical solutions. You should be proactive, analytical, and customer-focused, with a proven track record of building automations, maintaining CI/CD pipelines, and driving continuous improvement.

• Configure and maintain Zendesk Support, Knowledge, Chat, and Talk instances to align with business and operational requirements.

• Create and manage user roles, groups, triggers, automations, macros, and workflows to streamline support operations.

• Integrate Zendesk with third-party applications and internal enterprise systems to enable seamless data exchange and automation.

• Implement and manage CI/CD pipelines for Zendesk code deployments, ensuring full compliance with Snap’s engineering standards.

• Design and maintain custom dashboards and analytics in Zendesk Explore or Looker to track KPIs and performance metrics.

• Collaborate with Legal, Security, and Law Enforcement teams to ensure regulatory compliance (e.g., GDPR, CCPA, and regional privacy laws).

• Manage sandbox environments, conduct testing, and coordinate production releases with strong change management practices.

• Conduct regular audits of configurations, permissions, and workflows to maintain data integrity and compliance.

• Develop and maintain documentation for workflows, configurations, and system changes.

• Provide front-line administrative and technical support for Zendesk-related issues.

• Continuously identify and implement improvements to enhance efficiency, scalability, and the overall user experience.

Knowledge, Skills & Abilities:

• Deep understanding of Zendesk platform administration (Support, Knowledge, Chat, Talk, Explore).

• Strong technical expertise in workflow automation, ticket routing, triggers, and API integrations.

• Experience with CI/CD pipelines, GitHub, or other deployment automation tools.

• Ability to design and maintain secure, compliant, and scalable Zendesk configurations.

• Excellent problem-solving, documentation, and stakeholder communication skills.

• Analytical mindset with the ability to translate business requirements into technical solutions.

• Experience working in an Agile environment, including sprint planning, backlog management, and delivering within iterative cycles.

Minimum Qualifications:

• BS/BA in Information Systems, Computer Science, or a related technical field, or equivalent experience.

• 3+ years of experience administering and configuring Zendesk (Enterprise experience preferred).

• Strong knowledge of Zendesk API, JSON, REST integrations, and scripting fundamentals.

• Experience managing enterprise-scale Zendesk instances and multi-environment deployments.

Preferred Qualifications:

• Zendesk Administrator or Zendesk Support Certified Expert certification.

• Experience implementing eDiscovery, data governance, or retention tools (e.g., Hanzo).

• Experience building custom apps in Zendesk using Zendesk Apps Framework (ZAF) or related SDKs.

• Familiarity with cloud infrastructure and security best practices.

• Experience supporting Finance, Legal, People or Law Enforcement operations.

• Experience contributing to Zendesk strategy, roadmap planning, and platform scalability initiatives.

If you have a disability or special need that requires accommodation, please don’t be shy and provide us some information.

"Default Together" Policy at Snap: At Snap Inc. we believe that being together in person helps us build our culture faster, reinforce our values, and serve our community, customers and partners better through dynamic collaboration. To reflect this, we practice a “default together” approach and expect our team members to work in an office 4+ days per week. 

At Snap, we believe that having a team of diverse backgrounds and voices working together will enable us to create innovative products that improve the way people live and communicate. Snap is proud to be an equal opportunity employer, and committed to providing employment opportunities regardless of race, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, pregnancy, childbirth and breastfeeding, age, sexual orientation, military or veteran status, or any other protected classification, in accordance with applicable federal, state, and local laws. EOE, including disability/vets.

We are an Equal Opportunity Employer and will consider qualified applicants with criminal histories in a manner consistent with applicable law (by example, the requirements of the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, where applicable).

Our Benefits: Snap Inc. is its own community, so we’ve got your back! We do our best to make sure you and your loved ones have everything you need to be happy and healthy, on your own terms. Our benefits are built around your needs and include paid parental leave, comprehensive medical coverage, emotional and mental health support programs, and compensation packages that let you share in Snap’s long-term success!

Compensation

In the United States, work locations are assigned a pay zone which determines the salary range for the position. The successful candidate’s starting pay will be determined based on job-related skills, experience, qualifications, work location, and market conditions. The starting pay may be negotiable within the salary range for the position. These pay zones may be modified in the future.

Zone A (CA, WA, NYC):

Zone B:

Zone C:

This position is eligible for equity in the form of RSUs.