Zendesk Developer

About the Role

We are seeking a Zendesk and JIRA Support Tooling Engineer to join our Singapore team. This position provides an opportunity to work on impactful projects alongside skilled professionals and contribute to the growth and efficiency of a dynamic company. Ideal candidates are proactive, eager to learn continuously, and enjoy collaborative work environments.

Key Responsibilities

• Manage and configure Zendesk functionalities including triggers, automations, macros, SLAs, views, routing, custom fields, and third-party applications.
• Handle JIRA setup and administration such as projects, workflows, permission schemes, automation rules, and dashboard creation.
• Develop integrations connecting Zendesk, JIRA, Salesforce, and internal systems through webhooks, REST APIs, or middleware to unify customer support and sales data.
• Evaluate existing workflows to identify inefficiencies and implement measurable improvements in metrics like issue deflection, response handling time, and routing precision.
• Deploy, optimize, and maintain AI and automation tools such as Zendesk AI agents and intelligent triage systems to enhance operational efficiency.
• Create comprehensive reports and dashboards using Zendesk Explore and JIRA tools for support and engineering teams' leadership.
• Document system configurations and deliver training for internal administrators to ensure long-term sustainability of enhancements.

Qualifications & Skills

• Bachelor's degree or higher with over 2 years of experience administering Zendesk, JIRA, Salesforce, or similar cloud-based support platforms (e.g., Freshdesk, ServiceNow, Intercom) or demonstrated capability to rapidly learn new tools.
• Preferably experienced in fintech or banking sectors.
• Familiarity with Salesforce data structures (Cases, Accounts, Contacts) and integration methods including REST/Bulk APIs and Flows, or a strong willingness to acquire this knowledge working alongside Salesforce administrators.
• Proficient in scripting and API interactions, comfortable with REST APIs, webhooks, and basic JavaScript or Python programming.
• Process-oriented with the ability to analyze complex workflows, streamline them, and automate effectively.
• Excellent communication skills for gathering requirements from non-technical stakeholders and conveying technical trade-offs clearly.
• Capable of functioning independently in environments with strict security and compliance controls including access management, change tracking, and audit trail adherence.

Preferred Extras

• Certifications such as Zendesk Administrator, Atlassian Certified Professional (ACP), or Salesforce Administrator.
• Practical experience with Zendesk–Salesforce integrations, whether using native connectors or custom solutions.
• Knowledge of integration platforms or middleware tools such as Workato, Zapier, or n8n, or experience developing Zendesk applications.
• Background in migrating or consolidating support platforms and tools.

About the Company

RiDiK, a subsidiary of CLPS Incorporation (NASDAQ: CLPS), is a global provider of technology services with expertise spanning banking, wealth management, and e-commerce sectors. The company leverages advanced technologies including AI, cloud computing, big data, and blockchain to aid digital transformations in Asia, North America, and the Middle East. With operations in 10 countries supported by a worldwide delivery network, RiDiK combines regional knowledge with technical proficiency to achieve concrete client success.