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Job Details

Skills

Customer Experience
Testing
Optimization
Provisioning
Business Rules
SLA
Forms
Mapping
Software Design
System Testing
Root Cause Analysis
IT Security
Customization
Authentication
Customer Relationship Management (CRM)
Customer Support
Escalation Management
Knowledge Base
Productivity
Analytical Skill
Conflict Resolution
Problem Solving
Debugging
Software Development Methodology
Agile
User Stories
Estimating
Sprint
Acceptance Testing
Release Management
Documentation
PHP
.NET
Middleware
Reporting
Dashboard
KPI
Instrumentation
SSO
Microsoft Azure
Continuous Integration
Continuous Delivery
Promotions
Version Control
Workflow
Retail
Business-to-business
Brand
Communication
Clarity
Computer Science
Information Technology
Routing
Zendesk
JavaScript
HTML
Cascading Style Sheets
JSON
Git
Code Review
Offshore Development
Finance
Collaboration
Health Care
Sales
Linear Programming

Customer Experience
Testing
Optimization
Provisioning
Business Rules
SLA
Forms
Mapping
Software Design
System Testing
Root Cause Analysis
IT Security
Customization
Authentication
Customer Relationship Management (CRM)
Customer Support
Escalation Management
Knowledge Base
Productivity
Analytical Skill
Conflict Resolution
Problem Solving
Debugging
Software Development Methodology
Agile
User Stories
Estimating
Sprint
Acceptance Testing
Release Management
Documentation
PHP
.NET
Middleware
Reporting
Dashboard
KPI
Instrumentation
SSO
Microsoft Azure
Continuous Integration
Continuous Delivery
Promotions
Version Control
Workflow
Retail
Business-to-business
Brand
Communication
Clarity
Computer Science
Information Technology
Routing
Zendesk
JavaScript
HTML
Cascading Style Sheets
JSON
Git
Code Review
Offshore Development
Finance
Collaboration
Health Care
Sales
Linear Programming

Summary

Job Summary

Job Description

Job Summary

We are looking for a skilled Zendesk Developer with 3-6 years of experience to support the implementation, configuration, and ongoing evolution of Zendesk solutions across our support ecosystem. In this role, you will partner with Support Operations, IT, and Product teams to translate business requirements into scalable workflows, automation, and integrations that improve agent efficiency and customer experience. You will own end-to-end delivery-from solution design and development through testing, deployment, documentation, and post-go-live optimization-ensuring the platform remains stable, secure, and aligned with operational KPIs (SLA adherence, first response time, resolution time, and CSAT).

Key Responsibilities

Lead Zendesk configuration and enhancements (Support, Guide, Talk/Chat as applicable) based on business requirements and best practices.
Develop and customize Zendesk apps using JavaScript, HTML, and CSS; follow maintainable patterns, version control, and review practices.
Administer Zendesk instances: user/agent provisioning, roles and permissions, groups, organizations, business rules governance, and environmental hygiene.
Design and maintain automations including intelligent ticket routing, escalation paths, and SLA policies.
Build reusable workflows and forms (ticket fields, dynamic content, conditional logic) to support multiple lines of business and regional processes.
Implement integrations using Zendesk REST APIs/webhooks and middleware when needed; support SSO and user identity mapping.
Own release execution: requirement clarification, solution design, development, unit/system testing, UAT support, deployment, and rollback planning.
Monitor platform health and troubleshoot incidents; perform root-cause analysis and deliver fixes that prevent recurring issues.
Collaborate with cross-functional teams (Customer Support, Support Ops, IT, Security, Product) and maintain clear documentation for configurations, changes, and runbooks.

Required Skills

3-6 years of hands-on Zendesk experience in implementation, configuration, and customization in a production environment.
Strong proficiency in JavaScript, HTML, and CSS; ability to build and maintain Zendesk apps and lightweight frontend components.
Experience with Zendesk APIs, webhooks, authentication, and integrations with third-party systems (CRM, order systems etc.).
Solid understanding of customer support operations: ticket lifecycle, escalation management, SLAs, knowledge base concepts, and agent productivity metrics.
Strong analytical and problem-solving skills with the ability to debug complex workflow/integration issues and communicate findings clearly.
Familiarity with SDLC and Agile delivery (user stories, estimation, sprint execution, UAT, release management) and documentation best practices.
Working knowledge of at least one backend technology (PHP or .NET preferred) to support integrations, middleware, or internal tooling.

Preferred Skills

Experience with Zendesk Explore (reporting/dashboards) and an understanding of KPI instrumentation.
Knowledge of SSO standards and identity providers (Azure AD or similar).
Experience with CI/CD, environment promotion, and source control (Git) for app/deployment workflows.
Prior experience in a high-volume support environment (B2C/B2B) with multi-brand or multi-region setups.

Communication

Ability to explain complex technical concepts to diverse stakeholders with clarity, including translating business needs into technical solutions and documenting decisions for future reference.

Qualifications

Bachelor's degree in computer science, Information Technology, or equivalent practical experience.
Demonstrated experience delivering platform enhancements with measurable operational impact (automation, reduced handle time, improved routing accuracy, etc.).

Tools / Tech Stack

Zendesk Support, Guide, Explore (as applicable)
Zendesk Apps Framework (ZAF), JavaScript/HTML/CSS
REST APIs, webhooks, JSON
Git and standard code review practices

About Medline India:
Medline India was setup in 2010 in Pune, primarily as an offshore Development centre and to augment resources for Medline Industries LP headquartered in Chicago, USA. We are a 1500+ strong and growing team of technology, finance & and business support professionals who support our businesses worldwide towards a mission to make healthcare run better. We are proud to be certified as a 'Great Place to Work' by the Great Place to Work Institute (India) for the duration May 2023 - May 2024.
We are an organization with a conducive work environment, ample opportunities to learn, contribute and grow with a highly empowered & engaged team. We encourage our people to share their best ideas and create new opportunities for our customers and ourselves to work together to solve today's toughest healthcare challenges.
About Medline Industries, LP:
Established in 1966, Medline Industries LP is a renowned global healthcare organization boasting 56 years of consecutive sales growth, exceeding $21 billion in annual sales. With a workforce of over 36,000 professionals spread across the globe, we operate in more than 125 countries and territories. As the largest privately held manufacturer and distributor of medical supplies in the United States, Medline is uniquely positioned to offer comprehensive products, education, and support across the continuum of care.
At present, Medline Industries, LP holds the esteemed position as the #1 market leader, delivering an extensive portfolio of over 550,000 medical products and clinical solutions. Our clientele includes hospitals, extended care facilities, surgery centres, physician offices, home care agencies, providers, and retailers. We are proud to be recognized by Forbes as one of America's Best Large Employers and Best Employers for Women. Additionally, the Chicago Tribune has consistently named us a Top Workplace for the past 12 years.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 10116711
Position Id: R2613566
Posted 30+ days ago

Company Info

About Medline Industries, LP

Information Technology at Medline

Medline Industries, LP is the leading nationwide supplier of medical, surgical, and pharmaceutical products to hospitals, nursing homes, HME providers, surgery centers, physician offices and homes care/hospice settings.

Information Technology (IT) at Medline encompasses all our technology focused roles within a 650+ employee division. IT is a driving force behind Medline’s applications, security, systems support and more. Our employees take a customer-focused approach to understand the business’ requirements and translate that into a tech-based solution.

Medline's Information Technology department works to provide the company and its employees with the best technology infrastructure, support, development, procurement, services, and technology innovation management. Primary focus areas include multi-tier help desk support, data protection and security, project management and development, eCommerce development, software and hardware procurement and maintenance, and network infrastructure management.

Areas of Focus:

• Cybersecurity: Security Analyst, Cloud Security Engineer

• Infrastructure: Database Administrator, Linux/System Administrator, Cloud Engineer

• Applications (SAP, Manufacturing, WMS): Systems Analysts (SAP), Developers (.NET, Java)

• E-Commerce: Developers (UI/Java), QA/Software Testing, DevOps, Business Systems Analysts

• Automation/Business Intelligence: Automation Engineers, Data Scientists, Data Engineer, BI Developers, BI Systems Administrators

• Architecture, PMO, Information Governance: Architects (Applications, Solutions, Enterprise), Project Managers

Job Details

Skills

Customer Experience
Testing
Optimization
Provisioning
Business Rules
SLA
Forms
Mapping
Software Design
System Testing
Root Cause Analysis
IT Security
Customization
Authentication
Customer Relationship Management (CRM)
Customer Support
Escalation Management
Knowledge Base
Productivity
Analytical Skill
Conflict Resolution
Problem Solving
Debugging
Software Development Methodology
Agile
User Stories
Estimating
Sprint
Acceptance Testing
Release Management
Documentation
PHP
.NET
Middleware
Reporting
Dashboard
KPI
Instrumentation
SSO
Microsoft Azure
Continuous Integration
Continuous Delivery
Promotions
Version Control
Workflow
Retail
Business-to-business
Brand
Communication
Clarity
Computer Science
Information Technology
Routing
Zendesk
JavaScript
HTML
Cascading Style Sheets
JSON
Git
Code Review
Offshore Development
Finance
Collaboration
Health Care
Sales
Linear Programming

Customer Experience
Testing
Optimization
Provisioning
Business Rules
SLA
Forms
Mapping
Software Design
System Testing
Root Cause Analysis
IT Security
Customization
Authentication
Customer Relationship Management (CRM)
Customer Support
Escalation Management
Knowledge Base
Productivity
Analytical Skill
Conflict Resolution
Problem Solving
Debugging
Software Development Methodology
Agile
User Stories
Estimating
Sprint
Acceptance Testing
Release Management
Documentation
PHP
.NET
Middleware
Reporting
Dashboard
KPI
Instrumentation
SSO
Microsoft Azure
Continuous Integration
Continuous Delivery
Promotions
Version Control
Workflow
Retail
Business-to-business
Brand
Communication
Clarity
Computer Science
Information Technology
Routing
Zendesk
JavaScript
HTML
Cascading Style Sheets
JSON
Git
Code Review
Offshore Development
Finance
Collaboration
Health Care
Sales
Linear Programming

Summary

Lead Zendesk configuration and enhancements (Support, Guide, Talk/Chat as applicable) based on business requirements and best practices.
Develop and customize Zendesk apps using JavaScript, HTML, and CSS; follow maintainable patterns, version control, and review practices.
Administer Zendesk instances: user/agent provisioning, roles and permissions, groups, organizations, business rules governance, and environmental hygiene.
Design and maintain automations including intelligent ticket routing, escalation paths, and SLA policies.
Build reusable workflows and forms (ticket fields, dynamic content, conditional logic) to support multiple lines of business and regional processes.
Implement integrations using Zendesk REST APIs/webhooks and middleware when needed; support SSO and user identity mapping.
Own release execution: requirement clarification, solution design, development, unit/system testing, UAT support, deployment, and rollback planning.
Monitor platform health and troubleshoot incidents; perform root-cause analysis and deliver fixes that prevent recurring issues.
Collaborate with cross-functional teams (Customer Support, Support Ops, IT, Security, Product) and maintain clear documentation for configurations, changes, and runbooks.

Required Skills

3-6 years of hands-on Zendesk experience in implementation, configuration, and customization in a production environment.
Strong proficiency in JavaScript, HTML, and CSS; ability to build and maintain Zendesk apps and lightweight frontend components.
Experience with Zendesk APIs, webhooks, authentication, and integrations with third-party systems (CRM, order systems etc.).
Solid understanding of customer support operations: ticket lifecycle, escalation management, SLAs, knowledge base concepts, and agent productivity metrics.
Strong analytical and problem-solving skills with the ability to debug complex workflow/integration issues and communicate findings clearly.
Familiarity with SDLC and Agile delivery (user stories, estimation, sprint execution, UAT, release management) and documentation best practices.
Working knowledge of at least one backend technology (PHP or .NET preferred) to support integrations, middleware, or internal tooling.

Preferred Skills

Experience with Zendesk Explore (reporting/dashboards) and an understanding of KPI instrumentation.
Knowledge of SSO standards and identity providers (Azure AD or similar).
Experience with CI/CD, environment promotion, and source control (Git) for app/deployment workflows.
Prior experience in a high-volume support environment (B2C/B2B) with multi-brand or multi-region setups.

Communication

Ability to explain complex technical concepts to diverse stakeholders with clarity, including translating business needs into technical solutions and documenting decisions for future reference.

Qualifications

Bachelor's degree in computer science, Information Technology, or equivalent practical experience.
Demonstrated experience delivering platform enhancements with measurable operational impact (automation, reduced handle time, improved routing accuracy, etc.).

Tools / Tech Stack

Zendesk Support, Guide, Explore (as applicable)
Zendesk Apps Framework (ZAF), JavaScript/HTML/CSS
REST APIs, webhooks, JSON
Git and standard code review practices

Dice Id: 10116711
Position Id: R2613566
Posted 30+ days ago

Company Info

About Medline Industries, LP

Information Technology at Medline

Areas of Focus:

• Cybersecurity: Security Analyst, Cloud Security Engineer

• Infrastructure: Database Administrator, Linux/System Administrator, Cloud Engineer

• Applications (SAP, Manufacturing, WMS): Systems Analysts (SAP), Developers (.NET, Java)

• E-Commerce: Developers (UI/Java), QA/Software Testing, DevOps, Business Systems Analysts

• Automation/Business Intelligence: Automation Engineers, Data Scientists, Data Engineer, BI Developers, BI Systems Administrators

• Architecture, PMO, Information Governance: Architects (Applications, Solutions, Enterprise), Project Managers

Associate Developer-SAP Development Integration - 2047

Pune, Maharashtra

•

Today

Job Summary To be able to support exponential growth over the years, Medline is expanding its IT operations in Pune. We have need for SAP ABAP Sr. Developer/Specialist with strong ABAP / PI application development experience on SAP ECC and SAP HANA platforms. As a Senior Technology leader his / her role is to engage with various portfolio / Functional team on complex requirements and problem definition. He / She will propose the complex solutions, review proposed designs by team, the efforts es

Full-time

Zendesk Developer

Skills

Summary

Dice Job Match Score™

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Zendesk Developer

Medline Industries, LP

Job Details

Skills

Summary

Company Info

About Medline Industries, LP

Dice Job Match Score™

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