SME, Support Systems Specialist
Core
Own and optimize the core infrastructure powering contributor support operations, including configuring support systems and designing routing logic.
Role type
Support Systems & Routing Specialist
Builds
Scalable frameworks for ticket assignment and support agent skills management
Domain
AI data operations / Customer Support Infrastructure
Deliverable
production ML models | product features | dashboards & analysis | infrastructure
Required skills
Zendesk administration, routing logic design, skills framework management, queue health monitoring, system integrations, troubleshooting, cross-functional collaboration, documentation
Preferred skills
Operational data analysis, SQL, basic scripting (Python/JavaScript), scaling support systems
Technologies
Zendesk, Google Sheets, SQL, Python, JavaScript
Responsibilities
Configure Zendesk (forms, fields, macros, triggers, automations, SLAs, views); Design and maintain routing logic; Build and manage support agent skills framework; Monitor and optimize queue health and load balancing; Configure integrations across support tools; Troubleshoot system issues; Collaborate with stakeholders to improve workflows; Document configurations and best practices; Provide training on system usage
Seniority
Individual Contributor, Systems-focused
