Manager - IC - Zendesk Solution Architect

Arcadia is the AI-powered energy intelligence platform for businesses. We replace fragmented tools and manual workflows with one platform to pay utility bills, buy energy, and advance sustainability - across every location, at enterprise scale.

Trusted by Fortune 2000 companies, Arcadia combines unified data, AI-powered analytics, and expert advisory to help enterprise teams save money, mitigate risk, and cut carbon.

We deliver this through three comprehensive solutions:

• Utility Bill Management: Automating the entire utility bill lifecycle - from data capture and validation to payment processing and auditing.
• Energy Procurement Advisory: Bringing together comprehensive data, AI-powered analytics, market expertise, and a strong partner network to make sophisticated procurement options accessible to all.
• Sustainability Reporting - Verified emissions data with seamless integration into leading sustainability platforms.

Tackling the world's most complex energy challenges requires diverse thinking. We're building teams of people from different backgrounds, industries, and disciplines - united by a belief that energy management should be simple, intelligent, and a genuine driver of business value.

Benefits

• "Remote first" culture - work anywhere in the continental US as long as you have a reliable internet connection
• Flexible PTO - no accrued hours and no limit on the number of vacation days exempt employees can take each year
• 11 annual holidays
• 10 days sick leave
• Up to 2 weeks bereavement leave
• 2 volunteer days off
• 2 professional development days off
• Parental Leave Benefits for ALL parents
• 75-95% employer cost coverage for medical, dental, and vision benefits for employees and dependents

For engineering

• A supportive engineering culture that values diversity, empathy, teamwork, trust, and efficiency

Celebrating Diversity and Inclusion

Here at Arcadia, we cultivate diversity, celebrate individuality, and believe unique perspectives are key to our collective success in creating a clean energy future. Arcadia is committed to equal employment opportunities regardless of race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, protected veteran status, or any status protected by applicable federal, state, or local law.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation by emailing [email protected] prior to completing your application.

Role Summary

We're scaling Zendesk adoption across our newly acquired organization and need a senior technical owner to lead and implement deeper integration of Zendesk with internal and third-party systems, strengthening it as the central workflow management platform across support operations.

Key Responsibilities

• Own end-to-end Zendesk architecture, configuration, and administration across multiple business units
• Design, build, and maintain integrations between Zendesk and internal systems (CRM, billing, ticketing, data platforms) as well as third-party tools (Salesforce, Slack, JIRA, etc.)
• Lead workflow automation design - triggers, automations, macros, SLAs, routing logic - to support complex, multi-team support operations
• Drive migration and consolidation efforts as existing tools (ticketing system) transition into Zendesk
• Partner with cross-functional stakeholders (Product, Operations, Engineering, Customer support) to gather requirements and translate them into scalable Zendesk solutions
• Establish governance standards, admin access controls, and change management practices for Zendesk configuration
• Troubleshoot integration issues and serve as the technical escalation point for Zendesk-related platform problems
• Evaluate and implement Zendesk apps/marketplace tools and APIs to extend platform capability

Required Qualifications

• 10+ years of overall IT experience, with 4-5+ years specifically in Zendesk administration/architecture
• Proven hands-on experience integrating Zendesk with other platforms (APIs, webhooks, middleware tools like JIRA, Salesforce, or custom integrations)
• Deep knowledge of Zendesk Support, Guide, Talk, and/or the Zendesk Sunshine/Apps framework
• Experience with Zendesk workflow design: triggers, automations, business rules, SLA policies, macros
• Strong understanding of ticketing/CRM ecosystems and migration methodologies (e.g., Salesforce-to-Zendesk)
• Working knowledge of scripting/API integration (REST APIs, JSON, webhooks)
• Experience with data migration, sandbox-to-production rollout, and governance/access control frameworks
• Excellent stakeholder management skills - able to work directly with global/cross-regional teams

Preferred Qualifications

• Zendesk certification(s) - Administrator, Advanced Administrator
• Experience in utility, energy, or B2B services support environments
• Prior experience during M&A / post-acquisition platform consolidation
• Familiarity with adjacent tools: SmartSheet, Confluence, JIRA, Salesforce