Zendesk Developer at Remote

Job Title: Zendesk Developer
Location: Remote (Onshore)

Duration: 6+ Months

• Set up separate dbt brand in fivetran1813, with its own, theme, ticket form, and entry point
• Route ticket forms, email addresses, and support addresses to the correct brand.
• Ensure customers only see content, forms, and ticket-management features for their own brand.
• Support dbt's Premium behavior: only Premium customers can manage tickets in the help center (non-Premium dbt customers cannot). Fivetran customers keep their current access.
• Deliverables: brand and help center configuration, brand-specific themes, form/field mapping, and a test plan.

Dual SSO authentication

• Add SSO for dbt customers while keeping the existing Fivetran customer authentication (JWT remote auth from ) working unchanged.
• Customers of each brand authenticate with their own identity provider. Users who have both products must have a clear, working path.
• Deliverables: configuration, user-flow documentation, and test results for dbt-only, Fivetran-only, and dual-product users.

Migrate orgs, users, and tickets

• Build and run migration scripts from the dbt Zendesk instance to fivetran1813 for:
  • Organizations linked to a dbt Salesforce account with status = Customer
  • Users for those organizations
  • Open and historical tickets, including comments and attachments
• Preserve ticket history, requester/assignee mapping, tags, custom fields, and timestamps. Make historical tickets searchable by agents.
• Org key (external_id) is pending a decision (Billing ID, dbt Cloud account ID, or SFDC account/domain). Design the scripts so the key can change.
• Required: ID-mapping tables, idempotent and re-runnable scripts, dry runs, deduplication of users, and a reconciliation report (counts in vs. out, orphaned records).
• Plan for at least one trial migration, a delta migration right before cutover, and a final reconciliation.

Migrate dbt Zendesk rules, kept segmented

• Audit dbt triggers, automations, macros, views, SLA policies, ticket forms, and custom fields. With dbt support, decide what to migrate, merge, or retire.
• Recreate the approved items in fivetran1813 so they apply only to dbt tickets (scoped by brand, group, or org attribute). Do not alter existing Fivetran rules' behavior.
• Apply a naming convention and ordering that make dbt rules easy to identify and trigger order predictable.
• Deliverables: audit spreadsheet, migrated rules, regression tests proving Fivetran ticket behavior is unchanged.