> Markdown version of [/jobs/ext/1559516-zendesk-support-engineer](https://www.wearedevelopers.com/jobs/ext/1559516-zendesk-support-engineer). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Zendesk Support Engineer - **Company:** Live Nation - **Location:** London, UK - **Contract:** Permanent contract - **Skills:** HTML, Application Programming Interfaces (APIs), Business Systems, Cyber Security, Customer Data Management, Data Visualization, Operational Data Store, PCI Data Security Standards, Power BI, Systems Integration, Tableau (Software), Macros, Google Data Studio, Backend, Tools for Reporting, Restful APIs, Zendesk - **Published:** July 5, 2026 - **Apply:** https://uk.indeed.com/viewjob?jk=0862f91947f2b1b7 ## About the Role * Experience working with Zendesk preferred (or equivalent customer service platform) in an administration/deployment/support capacity * Strong understanding of Zendesk Support and Zendesk Explore * Good understanding of customer service operations and familiarity with customer service metrics and reporting * Experience managing triggers, automations, macros, SLAs, workflows, ticket forms, and custom fields * Experience building reporting dashboards and operational reports * Knowledge of integrations between CRM systems and business tools * Experience supporting user training and Zendesk best practices * Familiarity with simple coding or platform logic (e.g. Liquid, HTML, API workflows) * Demonstrable ability in interpreting and analysing data and how to identify trends * Ability to manage multiple priorities and stakeholders Desirable * Zendesk Administrator certification * Experience of working with centralised reporting platforms (e.g. Power BI / Tableau / Looker Studio or similar data visualisation / dashboard software) * Experience working with REST APIs * Understanding of PCI Compliance, Privacy/GDPR and Information Security and customer data governance * Experience within entertainment, ticketing, live events, hospitality, or customer experience environments Behaviours The following attributes determine how the role will be carried out and are required to be a success * Strategic, proactive and solutions-focused * Analytical with strong attention to detail * Able to work effectively to tight deadlines and changing pressures in a fast-paced environment * Collaborative, supportive and positive * Comfortable managing multiple priorities and working across multiple teams and stakeholders at all levels * Strong organisational and communication skills * Driven to improve systems, processes, and fan experience ## Description We are looking for a Zendesk Support Engineer to support the administration, optimisation, and reporting of our customer service platform, Zendesk, across multiple Live Nation businesses and brands. The successful candidate will be responsible for managing and optimising CRM processes, ensuring seamless integration with other business systems and enhancing customer satisfaction through effective use of CRM technology. They will manage the day-to-day upkeep and stability of these contact centre platforms, being a first point of support for stakeholders across the business within a "service desk" style environment. This role will report to the Director of Customer Communications team as part of the shared central resource team across the Live Nation estate. This is a key operational role in maintaining and improving our CRM and customer service infrastructure. The successful candidate will be responsible for the backend management of Zendesk, supporting reporting and analytics, maintaining ticket workflows and business rules and ensuring teams have the tools, insights and robust reporting needed to deliver a best-in-class fan experience. This is an ideal opportunity for someone with hands-on Zendesk administration experience who enjoys working with systems, workflows, reporting, automation, and operational data. What it's like to work in the Team The new role of Zendesk Support Engineer will be an integral part of the shared central customer service resource. With a positive and supportive approach, the successful candidate will work collaboratively to contribute to our core values of excellence and inclusivity across our estate., * Manage and maintain Zendesk across multiple business units, brands, venues, and festivals * Configure and maintain ticket forms, custom fields, views, macros, triggers, automations, SLAs, and workflows * Build and maintain reporting dashboards within Zendesk Explore * Monitor platform performance and produce reports on SLA performance, ticket volumes, CSAT, response times, and agent productivity * Analyse customer service trends and identify opportunities to improve processes and workflows * Support automation and continuous improvement initiatives * Work with teams across the business to ensure CRM systems support business needs * Support CRM governance, QA processes, and documentation * Train and support users on Zendesk functionality and CRM best practices * Ensure contact centre systems remain compliant with all relevant regulations and guidelines - especially with regards to PCI Compliance, Privacy/GDPR and Information Security * Assist with integrations between Zendesk and other business systems ## Related Videos - [The AI Agent Path to Prod: Building for Reliability](https://www.wearedevelopers.com/videos/1523-the-ai-agent-path-to-prod-building-for-reliability) - [Crafting Custom Frameworks with Rust: A Deep Dive into Procedural Macros](https://www.wearedevelopers.com/videos/849-crafting-custom-frameworks-with-rust-a-deep-dive-into-procedural-macros) - [The Resilience of the World Wide Web](https://www.wearedevelopers.com/videos/1281-the-resilience-of-the-world-wide-web) - [Navigating the Corporate Jungle: Life as a Developer in a large Company](https://www.wearedevelopers.com/videos/621-navigating-the-corporate-jungle-life-as-a-developer-in-a-large-company) - [Modularity: Let's dig deeper](https://www.wearedevelopers.com/videos/1200-modularity-let-s-dig-deeper) - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) ## Related Articles - [Data Engineer Salary UK](https://www.wearedevelopers.com/magazine/253-data-engineer-salary-uk) - [Frontend Developer Salary in The UK](https://www.wearedevelopers.com/magazine/233-frontend-developer-salary-in-the-uk) - [Software Engineer Salary London](https://www.wearedevelopers.com/magazine/252-software-engineer-salary-london) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [The 12 Best Jobs for Software Engineers](https://www.wearedevelopers.com/magazine/401-the-12-best-jobs-for-software-engineers)