Senior Tooling Specialist
Core
Maximize CS agent uptime and drive technical maturity of Customer Support infrastructure by transforming operational friction into engineering solutions.
Role type
Senior Tooling Specialist (Customer Support Infrastructure)
Builds
Enterprise-grade support platforms (SupportBase, Zendesk), backend routing engines, and scalable queue architectures.
Domain
Customer Support Operations / Financial Technology
Deliverable
production ML models | product features | infrastructure
Required skills
Systems architecture, Root Cause Analysis (RCA), process engineering, cross-functional project leadership, data governance, predictive performance modeling
Preferred skills
Advanced problem-solving frameworks (logic trees, value-stream mapping), stakeholder engagement, technical roadmap planning
Technologies
Zendesk, SupportBase, Twilio, Looker, Superset
Responsibilities
Own bug triage framework and RCA for high-impact friction points; architect and deploy complex Zendesk workflow updates; configure backend routing engine changes; design scalable queue architectures; audit systemic inefficiencies and champion tooling solutions; partner with engineering to translate operational needs into technical requirements.
Seniority
Senior, hands-on IC
