Description
At Zendesk, we're revolutionizing what's possible in Customer Experience (CX) and Employee Services (ES).
As a Senior Sales Engineer based in Tokyo, you will sit at the intersection of enterprise software strategy, hands-on systems architecture, and advanced AI automation.
What you'll be doing
- Architect Agentic AI & Integration Workflows: Design, build, and operationalize advanced, agentic AI-driven customer workflows leveraging Large Language Models (LLMs), deep prompt engineering, and modern automation frameworks.
- Lead Technical Architecture Discovery: Conduct rigorous, deep-dive technical discovery and AI readiness assessments, translating complex system requirements into scalable enterprise-grade pilots and proofs-of-concept (POCs) that demonstrate clear business value.
- Build Scalable Accelerators: Proactively develop production-ready, reusable technical accelerators, middleware templates, and open-source-aligned API components that allow regional teams and Systems Integrators (SIs) to deploy Zendesk solutions at scale.
- Own the Technical Sales Lifecycle: Serve as the absolute technical authority from qualification through execution, architecting secure, scalable topologies leveraging Zendesk APIs, webhook frameworks, and leading cloud platforms (AWS, Azure, GCP).
- Bridge Product & Field Strategy: Partner directly with Product Management and Engineering to provide real-world, technical feedback from the field, identifying product gaps and shaping the future roadmap of Zendesk's core AI and platform ecosystem.
What you bring to the role
- Customer Obsessed: A deep-seated belief that the customer comes first, with a passion for delighting users by delivering impactful CX solutions before they even realize their own needs.
- A Builder First: An active passion for code, deep system configurations, and getting your hands dirty building the future of enterprise software.
- Strategically Minded: A natural ability to tie advanced technical mechanisms directly to strategic business metrics, ROI, and organizational transformation.
- Resilient & Collaborative: The capacity to thrive in high-stakes environments, working cross-functionally across complex international teams to drive a unified go-to-market strategy.
Basic Qualifications
- Bachelor’s degree in a related highly quantitative technical discipline.
- 6+ years of hands-on experience in technical presales, solution engineering, or a system architect/developer role within enterprise SaaS or complex software environments.
- Deep technical fluency with modern web and scripting technologies (e.g., Python, Node.js, JavaScript), REST/SOAP APIs, middleware frameworks, and cloud ecosystem architectures.
- Strong foundational knowledge of AI technologies, including Large Language Models (LLMs), prompt engineering, retrieval-augmented generation (RAG), and autonomous agent deployment.
- Solid understanding of enterprise infrastructure, contact center tech stacks (CCaaS, telephony, workforce management), or modern IT Service Management (ITSM) systems.
- Ability to travel internationally and domestically between 30% and 50% of the time to lead critical on-site customer architecture sessions.
Preferred Qualifications
- Active engagement in the technical or developer community (e.g., open-source contributions, technical blogging, or community mentorship).
- Proven track record of designing reusable implementation guides, integration playbooks, or localization toolkits for global delivery partners and systems integrators.
- Experience flattening complex technical narratives into high-impact presentations tailored for executive, economic buyers and C-level stakeholders.
- Professional proficiency in both Japanese and English to effectively lead technical discovery sessions within the regional market.