Remote Support Systems Engineer: Own & Scale CX Ops

Ashby, Inc.; United States; Remote; USD 110,000 - 160,000; Full time

Benefits offered by this job

Unlimited PTO with four weeks advised

Stock options with 10-year exercise

12 weeks family leave (US)

Learning & development budget

Home-office setup budget

Extended health benefits

Company offsites and events

Job summary

Ashby is seeking a Support Systems Engineer to own the long-term administration of our Support platforms. This remote, US-open role combines system implementations with ongoing optimization, governance, and cross-functional collaboration with IT, RevOps, and Engineering.

You'll lead configurations, automations, and integrations, drive adoption, and build scalable workflows while supporting the Support team as Ashby scales rapidly in a Series D growth phase.

Qualifications

• You've configured a support ticketing system yourself, not just managed projects.
• Experience owning a support-system migration or implementation from scoping to go-live and beyond.
• Skeptical vendor evaluation with a structured assessment framework.
• Deep understanding of support workflows, including routing, SLA, priority, queues, escalation, and reporting.
• Experience with integrations and data migration; can discuss requirements with engineers.
• Ability to anticipate friction and tradeoffs as systems scale.
• Experience guiding teams through system or workflow changes with clear communication and training.
• Ability to build strong relationships with cross‑functional partners and leadership.

Responsibilities

• Lead implementation of new systems, tools, and workflows from planning through full rollout, including data migration and integrations.
• Design routing logic, SLAs, escalation paths, and reporting that scale with growth.
• Develop and lead change management plans with clear communication and training.
• Serve as long‑term administrator for Support systems, owning configuration, automations, and governance.
• Document architecture, admin processes, and escalation paths; keep documentation current.
• Evaluate new tools and integrations, pressure‑test demos, and hold vendors to commitments after signing.
• Partner with Workforce Management, QA, and Support Training to align systems with capacity planning and reporting.

Skills

Ticketing systems

System migration ownership

Vendor evaluation

Support workflows

Integrations & data

Workflow resilience

Team leadership & training

Cross-functional collaboration

Tools

Zendesk

Salesforce Service Cloud

Intercom

Plain

Pylon

Job description

Ashby is seeking a Support Systems Engineer to own the long-term administration of our Support platforms. This remote, US-open role combines system implementations with ongoing optimization, governance, and cross-functional collaboration with IT, RevOps, and Engineering.

You'll lead configurations, automations, and integrations, drive adoption, and build scalable workflows while supporting the Support team as Ashby scales rapidly in a Series D growth phase.