Support Systems Engineer - NAMER
Core
Long-term owner of Support systems, responsible for implementing, configuring, and optimizing ticketing platforms and workflows to ensure team efficiency and scalability.
Role type
Senior Support Systems Engineer (Operations)
Builds
Support ticketing systems, automation workflows, and integrations for a global support team.
Domain
SaaS / Customer Support Operations
Required skills
Support ticketing system administration, system implementation and migration, vendor evaluation, workflow design, SLA configuration, API integrations, change management, data migration
Preferred skills
Cross-functional collaboration, technical documentation, capacity planning, stakeholder management
Technologies
Zendesk, Salesforce Service Cloud, Intercom, Plain, Pylon
Responsibilities
Lead system implementations from planning to rollout, administer and optimize support systems, design routing logic and escalation paths, manage vendor evaluations and integrations, guide teams through workflow changes, partner with Workforce Management and Engineering
Seniority
Senior, hands-on IC