Technical Application Manager

We are seeking a Technical Application Manager to lead the ownership, design, implementation, and ongoing health of our global customer support platform,
Zendesk
.

This is a hands-on enterprise application management role focused on platform configuration, system design, implementation oversight, and operational stability. This is not a traditional Program or Project Management position.

The ideal candidate will have deep experience administering and configuring a global support platform such as Zendesk. Equivalent enterprise-level development and configuration experience in platforms such as Salesforce (Service Cloud) or Service Now is also acceptable. The key requirement is that the candidate has served as a technical owner — not simply a system user.

• Serve as the technical owner of Zendesk.
• Maintain the overall health, stability, and scalability of the platform.
• Manage day-to-day operational support and system performance.
• Act as final approver on application design and implementation decisions.
• Lead application implementations, enhancements, and system improvements.
• Design workflows, automations, forms, permissions, and reporting structures.
• Ensure scalable architecture aligned with evolving business needs.
• Oversee release management and change governance processes.

• Perform advanced configuration and platform customization.
• Support and manage integrations with other enterprise systems.
• Evaluate new features and determine technical rollout strategy.
• Participate in technical reviews and sign off prior to production deployment.

• Maintain documentation, SOPs, and best practices.
• Identify gaps in functionality and recommend improvements.
• Balance ongoing operational support with long-term platform optimization.
• Ensure alignment between business workflows and system capabilities.

• Partner with Support, Engineering, and Operations teams to translate business requirements into technical solutions.
• Provide reporting and insights to leadership regarding system health and roadmap.

• 7+ years of experience in enterprise application management or administration.
• Hands-on configuration and development experience within Zendesk or a comparable global support platform.
• Equivalent experience in enterprise platforms such as Salesforce (Service Cloud) or Service Now will be considered.
• Demonstrated experience leading implementations and system design decisions.
• Strong understanding of application lifecycle management (ALM) and change governance.
• Experience supporting global SaaS platforms in production environments.
• Strong troubleshooting and technical problem-solving skills.

• A technical application owner — not just a system user.
• Someone who understands platform architecture, configuration, and governance.
• A professional comfortable signing off on design and implementation decisions.
• A leader who can maintain system health while driving continuous improvement.