Staff Systems Engineer - Customer Support Systems

Job Description

• Support the day-to-day of Customer Support systems, including Zendesk configuration, administration, and troubleshooting • Continuously optimize user experience for Customer Support teams • Create well-designed solutions beyond immediate opportunity • Lead configuration and customization of Systems aligned with business processes • Troubleshoot and implementing fixes in a timely manner • Create and maintain detailed documentation of system processes • Collaborate with internal stakeholders to understand Support needs • Identify opportunities for improvement and automation • Assist in developing Customer Support Systems roadmap recommendations

Qualifications

• 5+ Years experience with Zendesk, including integrations and custom application development • User interface customization and extension • Experience with workforce management tooling, triage and routing automation, and knowledge base solutions • Interest in building a fantastic Knowledge-Centered Service experience • Eagerness to learn and stretch beyond comfort level • Strong communication skills, especially in writing • Ability to translate business requirements into technical solutions

Benefits

• 100% employer-paid medical insurance • Generous paid time-off policy (PTO) including paid sick time, holidays, and volunteer days off • RSU stock grants • Professional development and training opportunities • Company virtual happy hours, free food, and fun team-building activities • Monthly cell phone stipend • 30-day paid leave after 5 years for personal and professional goals • Access to innovative mental health support platform