Support Systems Engineer
New
A
AshbyRecruiting software
Location: Remote - US; Secondary Locations: Remote - CanadaFull-Time
SalaryUnited States $100K – $130K • Offers Equity; Canada CA$100K – CA$130K • Offers Equity
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Job Details
- Required Skills
- RESTful APIsZendesk
Requirements
- Hands-on experience implementing or administering a support ticketing system such as Zendesk, Salesforce Service Cloud, Intercom, Plain, Pylon, or a comparable platform.
- Experience personally configuring the system, not only managing the project.
- Experience owning a support-system migration or implementation from scoping through go-live and beyond.
- Vendor evaluation experience, including building an assessment framework, pressure-testing demos, and holding vendors to commitments.
- Understanding of support workflows, including routing, SLA and priority configuration, queue management, escalation paths, and reporting.
- Understanding of integrations, APIs, and data migration sufficient to work through technical requirements with engineers.
- Ability to identify workflow friction, anticipate scaling issues, and make tradeoffs about what to address.
- Experience guiding teams through system or workflow changes with clear communication, training, and structured feedback.
- Ability to build working relationships with Workforce Management, QA, Engineering, Support Leadership, frontline team members, and senior stakeholders.
Responsibilities
- Lead support-system implementations from planning and pilot through full rollout, including configuration, data migration, and integrations.
- Design routing logic, SLAs, escalation paths, and reporting as support operations grow.
- Develop and lead change-management plans, including communication, training, and structured feedback from frontline teams and Support leaders.
- Administer support systems and own configuration, automations, workflow improvements, and governance in partnership with internal IT on access management.
- Document system architecture, administrative processes, and escalation paths, and keep documentation current.
- Evaluate tools and integrations through structured demos and stakeholder input, recommend solutions, and hold vendors to commitments.
- Partner with Workforce Management, QA, and Support Training on capacity planning, reporting, and technical workflows.
- Advise on support-tool configuration and work with Support Leadership to prioritize systems improvements.
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