Senior Sales Engineer

About Zendesk At Zendesk, we’re revolutionizing what’s possible in Customer Experience (CX) and Employee Services (ES). Our rapid innovation and Agentic AI leadership have earned the trust of thousands of forward-thinking businesses. We help companies foster deep, meaningful relationships with their customers through intelligent, scalable software. 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 . This is a high-visibility position built for technical builders who are deeply curious about how autonomous agents, security, analytics, and deep integrations fundamentally transform enterprise workflows . You will own the technical strategy for our strategic customer engagements across Japan, acting as a trusted advisor to both the C-suite and engineering leadership .

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.

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 .

Active engagement in the technical or developer community (e.g., open-source contributions, technical blogging, or community mentorship). Proven track record