Support Systems Lead

Skills

About the Role

You will administer Zendesk and the support stack, maintain routing and workflows, build support integrations and automations, partner on self-service surfaces, evaluate vendors, and lead platform migrations when needed.

Requirements

• 5+ years in support operations, support systems, tooling, or technical operations
• Ticketing platform administration such as Zendesk
• Experience with triggers, automations, macros, views, SLAs, routing, groups, and permissions
• Experience building SaaS integrations using APIs and webhooks
• Troubleshooting experience and ability to work with engineers
• Prioritization in fast-moving and ambiguous environments
• Cross-functional support, tooling, and engineering experience

Responsibilities

• Configure and maintain Zendesk and the support stack
• Build and maintain assignment logic, queues, tagging, taxonomy, and escalation paths
• Maintain support tooling, workflows, and access across internal agents, vendors, and regions
• Partner with engineering on self-service and in-product support surfaces
• Build support entry points, help widgets, and routing
• Automate repetitive agent and administrator workflows
• Evaluate support tools and vendors
• Lead support-platform migrations when needed

Benefits

• Equity
• 401(k) program with 4% match for US employees
• Health, dental, vision, and life insurance
• Short-term and long-term disability
• Paid parental, medical, and caregiver leave
• Flexible time off and holidays
• Commuter benefits for eligible in-office US employees
• Monthly wellness stipend
• In-office setup reimbursement
• Quarterly team gatherings
• In-office amenities