Lead Zendesk & CS Systems Architect

Mercury; New York (NY); On-site; USD 154,000 - 193,000; Full time

Job summary

Mercury is seeking a System Administrator to own Zendesk administration and the broader CS tech stack. You will maintain Zendesk, ensure security and performance, and drive automation initiatives across the support infrastructure.

You will collaborate with the CS, Risk, and IT teams to optimize workflows, integrate with external tools, and support Mercury's path toward a bank charter while delivering reliable, scalable customer experiences.

Qualifications

• 3-5 years of hands-on Zendesk Administrator experience; strong knowledge of the Zendesk platform.
• Knowledge of system security, monitoring tools, and cloud infrastructure (AWS, Azure, or similar).
• Experience integrating Zendesk across a company's tech stack.
• Familiarity with AI-driven CS tools (e.g. AI chatbots/agents) and interest in automation opportunities within a support tech stack.

Responsibilities

• Zendesk Administration: manage Zendesk implementation, intraday maintenance, and strategic growth; keep Zendesk ecosystem cohesive; develop internal knowledge base; generate Zendesk metrics; audit for gaps and lead improvement projects.

Skills

Zendesk Administrator

System security

Cloud infrastructure (AWS/Azure)

Zendesk integration

AI-driven CS tools

Tools

Notion

Guru

Slack

Okta

Job description

Mercury is seeking a System Administrator to own Zendesk administration and the broader CS tech stack. You will maintain Zendesk, ensure security and performance, and drive automation initiatives across the support infrastructure.

You will collaborate with the CS, Risk, and IT teams to optimize workflows, integrate with external tools, and support Mercury's path toward a bank charter while delivering reliable, scalable customer experiences.