Zendesk & JIRA Support Tooling Engineer

About the role

We are seeking a Zendesk & JIRA Support Tooling Engineer to join our Singapore team. You will own the administration, optimisation, and integration of our support stack, turning manual processes into reliable, automated workflows while collaborating with support, sales, engineering, and operations.

Key responsibilities

• Configure and maintain Zendesk (triggers, automations, macros, SLAs, views, routing, custom fields, apps).
• Configure and maintain JIRA (projects, workflows, schemes, permissions, automation rules, dashboards).
• Design and build integrations between Zendesk, JIRA, Salesforce, and internal systems using webhooks, REST APIs, and middleware.
• Audit existing workflows, identify inefficiencies and deliver measurable improvements.
• Implement AI/automation features such as Zendesk AI agents and intelligent triage.
• Create reporting and dashboards in Zendesk Explore and JIRA.
• Document configurations and train internal admins for sustainable hand‑over.

Required profile

• Bachelor’s degree or higher.
• 2+ years of experience administering Zendesk, JIRA, Salesforce or comparable SaaS platforms.
• Experience in fintech or banking environments is a plus.
• Strong process‑mindset with ability to map, simplify, and automate workflows.
• Excellent communication skills for gathering requirements from non‑technical stakeholders.

Required skills

• Zendesk administration
• JIRA (Atlassian) administration
• Salesforce data model and integration points
• REST APIs, webhooks
• Basic JavaScript or Python scripting
• SaaS integration and automation
• Reporting tools (Zendesk Explore, JIRA dashboards)