Senior Zendesk Architect (SaaS)

TL;DR

Senior Zendesk Architect (SaaS): Designing and managing a scalable, integrated support ecosystem for a multi-vertical SaaS business with an accent on automation, API integrations, and AI-driven capabilities. Focus on optimizing workflows across SaaS and payments operations, integrating with Salesforce and Stripe, and establishing architectural governance.

Location: Hybrid in Austin, TX

Company

hirify.global is a PE-backed B2B SaaS company powering over 33 software applications across 12+ vertical markets.

What you will do

• Own the end-to-end architecture of Zendesk (Support, Guide, Explore, Talk, Messaging) and define the long-term roadmap.
• Design and maintain scalable workflows, automation frameworks, triggers, and custom objects to improve agent efficiency.
• Lead complex integrations between Zendesk and core systems including Salesforce, Stripe, Jira, and PowerBI.
• Implement AI-driven capabilities, including bots and intelligent triage, and evaluate third-party AI tools.
• Serve as the global subject matter expert, translating business needs into technical solutions in partnership with CX and Operations leadership.
• Optimize support use cases for SaaS and payments, including billing, disputes, and onboarding.

Requirements

• 7+ years of hands-on Zendesk experience with deep expertise in Support.
• Proven track record of architecting and scaling Zendesk in a SaaS environment.
• Deep understanding of Zendesk APIs, REST APIs, webhooks, and integration patterns.
• Experience supporting payments, billing, or fintech workflows.
• Must be based in or able to work hybrid in Austin, TX.

Nice to have

• Zendesk certifications (Administrator, Support, Architect).
• Experience supporting multi-brand Zendesk environments.
• Background in customer experience or support operations leadership.

Culture & Benefits

• High-impact role in a strong growth phase of operational maturity.
• Opportunity to work with a complex ecosystem of 30+ vertical software platforms.
• Collaborative environment partnering with Product, Engineering, and Payments teams.
• Commitment to diversity, equity, and inclusion as an Equal Employment Opportunity Employer.

Hiring process

• Interactive and conversational interviews based on personal experience and thinking.
• Live assessments of problem-solving approach and communication.
• Use of real-time AI tools or external assistance during interviews is strictly prohibited.