At Smart, our mission is to transform retirement, savings and financial wellbeing, across all generations, around the world.

THE ROLE

We are seeking an experienced Enterprise Applications Engineer with deep expertise in Zendesk to own the configuration, integration, optimisation, and ongoing support of our Zendesk platform within our enterprise environment. This role will collaborate closely with Customer Support functions, IT, Engineering, and business stakeholders to ensure Zendesk delivers seamless, scalable customer service operations, automations, and analytics while integrating with other enterprise applications. The ideal candidate is a hands-on Zendesk expert who can work independently and across teams in an often ambiguous environment. The ability to translate business needs into efficient technical solutions is a key skill the candidate must possess.

KEY RESPONSIBILITIES

• Platform Administration & Configuration:

  • Manage day-to-day administration of Zendesk Support, Guide, Chat/Messaging, Talk, and Explore (or relevant suite products).

  • Configure and optimize ticket fields, forms, views, workflows, macros, triggers, automations, SLAs, and business rules.

  • Manage user roles, permissions, groups, organizations, and security settings.

  • Maintain and enhance the internal/external Knowledge Base (Guide) and self-service experiences.

• Integrations & Enterprise Applications:

  • Design, build, and maintain integrations between Zendesk and other enterprise systems, custom APIs, SSO solutions like Okta/Entra ID).

  • Utilize Zendesk APIs, Webhooks, Zendesk Apps Framework (ZAF), and middleware/tools for bi-directional data sync and process automation.

  • Troubleshoot and resolve complex integration issues in a multi-system environment.

• Optimization & Continuous Improvement:

  • Analyze usage metrics and performance data to identify bottlenecks and drive enhancements that improve agent productivity and customer experience.

  • Lead projects to implement new features, AI capabilities (e.g., Answer Bot, AI agents), or process improvements.

  • Ensure data quality, governance, and compliance within the platform.

• Reporting, Analytics & Support:

  • Develop and maintain custom reports, dashboards, and Explore queries to provide actionable insights to leadership.

  • Provide Tier 2/3 technical support and troubleshooting for Zendesk-related issues.

  • Train and support internal teams (agents, admins, stakeholders) on best practices and new functionalities.

• Project & Stakeholder Management:

  • Gather requirements from business units and translate them into Zendesk solutions.

  • Participate in or lead Zendesk-related projects, upgrades, and migrations in an enterprise context.

  • Stay current with Zendesk product updates, features, and best practices.

WHO WE ARE LOOKING FOR

The skills, experience, and aptitudes we are looking for are listed below but please don’t be discouraged from applying if you don’t meet every single one of these criteria – having a ‘can do’ attitude is sometimes more important than being able to tick every box:

Qualifications:

• 3–5+ years of hands-on experience as a Zendesk Administrator, Developer, or Integration Specialist in an enterprise environment (larger scale preferred).

• Strong proficiency in Zendesk configuration, including triggers, automations, SLAs, workflows, and reporting (Explore).

• Experience with Zendesk integrations using APIs, Webhooks, and tools like Zapier, Segment, or custom development.

• Solid understanding of customer support processes and metrics (e.g., CSAT, resolution time, ticket volume).

• Familiarity with enterprise systems and integration patterns (CRM, identity management, databases).

• Technical skills: JavaScript, HTML/CSS (for custom apps/themes), REST APIs, and basic scripting/querying (e.g., SQL for reporting).

• Zendesk Support Admin Certification (or equivalent) is highly preferred; Zendesk Explore or other advanced certifications a plus.

Skills & Competencies:

• Excellent problem-solving and troubleshooting abilities.

• Strong communication and collaboration skills - able to work with both technical and non-technical stakeholders.

• Customer-focused mindset with a drive to improve the customer experience.

• Analytical skills for interpreting data and driving decisions.

• Ability to train and develop others to support enterprise applications.

• Proactive, detail-oriented, and continuous learner.

• You can, above all, demonstrate a commitment to teamwork and support for your colleagues.

• Other activities as required.

WHO WE ARE

We work in partnerships with governments and financial institutions in the UK and internationally. Our cloud-native digital platform is revolutionising how people around the world think about, and save for, their retirement.

At heart, we’re a financial technology business. What we do is all about innovation, and using the power of digital change to put the customer first. Our Engineers will tell you that working at Smart gives you the opportunity to play your part in developing world-class technological solutions, working with – and learning from – like-minded people.

You’ll also find that, across our business, our colleagues love Smart’s culture, and how what we do means better financial outcomes for savers. That feels worthwhile, and it means that what we do, collectively, goes way beyond the nine to five of a typical working day.

Don’t just take our word for it – you can see what our colleagues say about working at Smart on LinkedIn Life and Glassdoor.

BENEFITS

At Smart, one of the eight principles we work to is “We want happy and good people in our team”. We created a list of benefits that helps us achieve this goal:

• 25 days’ holiday per year, increasing with length of service.

• £500 annual training budget to spend on your professional development.

• Extensive private healthcare, including dental, eyecare and EAP.

• Enhanced sick leave (three months’ pay per year).

• Enhanced maternity and paternity (maternity – 6 months fully paid/paternity – 3 weeks fully paid).

• Death in service insurance cover.

• Fully-paid five-week sabbatical after five years of employment.

• In office wellbeing, such as manicures, massages and barbers. 

• Smart employees also enjoy a 50% discount on orders from our sister company Arena Flowers, Britain's most ethical florist. They offer unique hand-tied bouquets, luxury flowers, letterbox flowers, plants and gifts to spend on friends and loved ones or even for yourself.

At Smart, we are committed to creating an inclusive and equitable workplace where everyone feels valued, respected, and empowered to do their best work.

We believe that diverse perspectives help us lead the way in transforming retirement, savings, and financial wellbeing. We welcome differences in background, experience, thinking, and identity, and we recognise that innovation is strongest when it is built on inclusion and fairness. We encourage applications from people of all backgrounds and experiences and do not discriminate on the basis of any protected characteristic.

If you require any reasonable adjustments during the recruitment process or in the workplace, we encourage you to let us know - we are committed to supporting you.

We think Smart is an awesome place to work. If it sounds like somewhere you’d like to work, too, and if you’re ready to play your part in our continued success in the future, then naturally we’d love to meet you.