Remote Support Systems Engineer - Scale Customer Ops

Jobgether; United States; Remoto; USD 120.000 - 160.000; Tempo pieno

Vantaggi offerti da questo lavoro

Equity opportunities

Unlimited PTO

Paid family leave

Learning & development budget

Home-office setup allowance

Company laptop

Health coverage

Descrizione del lavoro

Jobgether in the United States is partnering on a remote opportunity for a hands-on Support Systems Engineer. You will own the systems and workflows that power a growing support organization, leading tool implementations from planning to rollout and ensuring reliable integrations and data migrations.

You will work with Support leadership and cross-functional teams to optimize routing, SLAs, escalation, and reporting, while maintaining documentation and driving continuous improvement in

Competenze

• Hands-on experience implementing or administering a customer support ticketing platform such as Zendesk, Salesforce Service Cloud, Intercom, Plain, Pylon, or a comparable solution.
• Proven ownership of a support system migration or implementation, from requirements gathering and scoping through go-live and ongoing optimization.
• Ability to make sound decisions when requirements are ambiguous, manage competing priorities, and maintain project momentum independently.
• Experience evaluating vendors, developing structured assessment criteria, challenging product demonstrations, and holding providers accountable for agreed commitments.
• Strong understanding of customer support operations, including ticket routing, SLAs, priority configuration, queue management, escalation processes, and operational reporting.
• Working knowledge of APIs, integrations, and data migration, with the ability to collaborate effectively with engineers on technical requirements without necessarily writing code.
• Ability to identify workflow inefficiencies, anticipate scalability challenges, and make thoughtful decisions about which improvements to prioritize.
• Experience leading teams through system and process changes through effective communication, training, and ongoing stakeholder feedback.
• Strong collaboration and relationship-building skills, particularly when working with Workforce Management, Quality Assurance, Engineering, frontline Support teams, and senior leadership.
• Confidence communicating technical concepts to non-technical audiences and presenting recommendations and business cases to senior stakeholders.
• A proactive, detail-oriented approach, with a strong sense of ownership and a willingness to take responsibility for both system reliability and continuous improvement.

Mansioni

• Lead the implementation of new support systems, tools, and workflows, from initial planning and pilot programs through full rollout, including configuration, data migration, and integrations.
• Design and optimize routing logic, service-level agreements (SLAs), escalation paths, queue management, and reporting structures that can scale with business growth.
• Develop and manage change management plans to support successful adoption, including clear communication, practical training, and structured feedback from frontline teams and Support leaders.
• Own the ongoing administration and optimization of Support systems, including configurations, automations, workflow improvements, and governance, partnering with internal IT on access management.
• Maintain clear and up-to-date documentation covering system architecture, administrative processes, and escalation procedures.
• Assess new tools and integrations as operational needs evolve, using structured evaluations and stakeholder feedback to recommend suitable solutions and ensure vendors deliver on their commitments.
• Collaborate with Workforce Management, Quality Assurance, Support Training, Engineering, and Support Leadership to ensure systems meet operational, reporting, and technical requirements.
• Act as the primary point of contact for Support tooling, advising on configuration decisions and helping prioritize improvements that reduce friction for employees and customers.

Conoscenze

Ticketing platforms

Vendor evaluation

APIs & integrations

Change management

System governance

Project ownership

Cross-functional collaboration

Communication to non-technical

Data migration

Support operations

Documentation

Strumenti

Zendesk

Salesforce Service Cloud

Intercom

Pylon

APIs

Descrizione del lavoro

Jobgether in the United States is partnering on a remote opportunity for a hands-on Support Systems Engineer. You will own the systems and workflows that power a growing support organization, leading tool implementations from planning to rollout and ensuring reliable integrations and data migrations.

You will work with Support leadership and cross-functional teams to optimize routing, SLAs, escalation, and reporting, while maintaining documentation and driving continuous improvement in