Support Systems Engineer

This is a fully remote position, open to applicants in United States, +1 more country.

📋 Description

• Take charge of the implementation of new systems, tools, and workflows from the planning stage and pilot through to full deployment.

• Set up systems, transfer data, and integrate existing tools.

• Create routing logic, service level agreements (SLAs), escalation procedures, and reporting frameworks.

• Develop and oversee change-management strategies that include communication, training, and structured feedback mechanisms.

• Act as the long-term administrator for Support systems.

• Manage configuration, automation, workflow enhancements, and governance in collaboration with the IT department.

• Document system architecture, administrative processes, and escalation procedures.

• Assess tools and integrations, propose solutions, and oversee vendor commitments.

• Collaborate with Workforce Management, Quality Assurance (QA), and Support Training on capacity planning, reporting, and technical workflows.

• Provide guidance on Support tools and prioritize system improvements alongside Support Leadership.

⛳️ Requirements

• Hands-on experience in implementing or managing a support ticketing system such as Zendesk, Salesforce Service Cloud, Intercom, Plain, Pylon, or a similar platform.

• Proven experience leading a support-system migration or implementation from initial scoping through to go-live and beyond.

• Experience in vendor evaluation, including creating assessment frameworks, conducting demo evaluations, and ensuring vendors meet their commitments.

• Knowledge of Support workflows, encompassing routing, SLA and priority configuration, queue management, escalation procedures, and reporting.

• Familiarity with integrations, APIs, and data migration sufficient to engage with engineers on technical requirements.

• Experience in guiding teams through system or workflow changes, including communication, training, and structured feedback processes.

• Ability to foster working relationships with Workforce Management, QA, Engineering, and Support Leadership.

• Experience managing support systems for a B2B SaaS product.

• Must be eligible to work in the United States or Canada.

🏝️ Benefits

• 10-year exercise window for stock options.

• Unlimited paid time off (PTO) with a recommendation of four weeks per year.

• Twelve weeks of fully paid family leave within the United States.

• An annual budget of $1,200 for learning and professional development.

• One-time budget of $2,000 for home-office setup.

• Company-provided laptop.

• Extended health benefits available for you and your dependents, subject to availability.

• Annual company offsite events, team offsite activities, local meetups, and virtual engagements.

• International employees are entitled to statutory benefits and, where applicable, employer-paid supplemental health coverage.