Job Description

Senior Technical Trainer - Zendesk

Job Family Summary

As a Senior Technical Trainer at Zendesk, you will expertly deliver technical training on Zendesk’s suite of customer experience products to both customers and internal teams. You will design and execute training programs that address complex use cases across multiple Zendesk products, ensuring customers and employees achieve mastery and maximize product value. Collaborating closely with Zendesk product, content, and customer success teams, you will customize and continuously improve course content. You will conduct engaging classroom and hands-on sessions, assess training effectiveness, and follow through to ensure learnings translate into real-world application.

Key Responsibilities

• Lead and deliver advanced technical training programs covering multiple Zendesk products, including but not limited to Zendesk Support, Guide, Chat, Talk, and Explore, focusing on complex, multi-product use cases.

• Collaborate with Zendesk product, content, and customer success teams to develop, customize, and refine training materials to ensure technical accuracy and alignment with evolving product capabilities and customer needs.

• Create detailed lesson plans and hands-on labs using Zendesk’s training frameworks, templates, and courseware, effectively adapting them for different audience skill levels and roles.

• Facilitate engaging instructor-led training sessions in virtual or in-person settings, leveraging multimedia tools to enhance the learning experience.

• Evaluate participant understanding throughout the training process and provide meaningful feedback for skill development.

• Gather and analyze feedback from training sessions to gauge material applicability and continuously improve courses for enhanced impact.

• Serve as a Zendesk product subject matter expert and advocate, staying up-to-date with product releases, new features, and best practices.

• Mentor and coach junior trainers and new team members to uphold Zendesk’s high standards of learner experience and technical proficiency.

• Manage training schedules and priorities effectively to support Zendesk’s diverse customers and internal teams globally.

• Lead train-the-trainer initiatives to scale technical knowledge across Zendesk’s global workforce and partner networks.

• Collaborate with cross-functional teams to integrate training programs into Zendesk’s overall customer onboarding and success strategies

Preferred Qualifications

• Prior experience delivering technical training on SaaS or customer experience (CX) software platforms, ideally Zendesk or similar (e.g., Salesforce Service Cloud, Freshdesk, ServiceNow, etc.)

• Strong facilitation, presentation, and communication skills, including the ability to translate complex technical concepts for diverse audiences

• Hands-on experience with instructional video production, multimedia content creation, and virtual classroom engagement tools (e.g., Zoom, Webex, Microsoft Teams, Miro, Kahoot!)

• Practical experience with adult learning theory, instructional design methodologies, and measuring training effectiveness through metrics/KPIs

• Experience with supporting instructional designers who are creating technical documentation, playbooks, or self-paced learning resources

• Understanding of enterprise IT environments and integrations with Zendesk products

• Previous mentorship or leadership experience in training or enablement organizations

• Proven expertise with e-learning authoring tools and Learning Management Systems (LMS) (e.g., Seismic, Articulate, Docebo, TalentLMS, Cornerstone, or similar platforms)

• Demonstrated ability to develop and deliver training for a global, multilingual workforce; fluency in an additional language (such as Spanish, Portuguese, German, or French) is a major plus

Travel Expectations

Depending on the employee’s location to the nearest Zendesk office, this position may have responsibility to work from a Zendesk office on a Hybrid basis.

Willingness to travel up to 20% of the time as required (mainly for key in-person trainings or events)

Diversity, Equity, & Inclusion Statement

Zendesk is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Growth & Impact Statement

As a Senior Trainer, you’ll play a strategic role in empowering customers and teams, directly influencing product adoption and customer satisfaction.

Reporting Structure

This position reports to the Manager of Training Delivery & Reporting

The intelligent heart of customer experience

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.

Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.

As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law.

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.

Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.