Support Operations Engineer
Core
Lead the implementation, configuration, and optimization of customer support systems and workflows to improve team efficiency and customer experience.
Role type
Senior Support Operations Engineer
Builds
Scalable support tooling, automations, and data migration pipelines
Domain
Customer Support Operations / SaaS
Required skills
Support ticketing platforms (Zendesk, Salesforce Service Cloud, Intercom), system implementation & migration, SLA design, routing logic, change management, vendor evaluation, API integrations, data migration, stakeholder communication
Preferred skills
Workforce Management collaboration, Quality Assurance alignment, technical requirements translation, process optimization
Technologies
Zendesk, Salesforce Service Cloud, Intercom, Plain, Pylon
Responsibilities
Lead implementation of new support systems from planning through rollout; Design and optimize routing logic, SLAs, and escalation paths; Manage change management plans and training; Own ongoing administration and optimization of support systems; Maintain system documentation; Assess new tools and integrations; Collaborate with cross-functional teams on operational requirements
Seniority
Senior, hands-on IC
