Senior Zendesk & CS Systems Architect

Precision Labs; San Francisco, Northern (CA, KY); Hybrid; USD 154,000 - 193,000; Full time

Job summary

Mercury seeks a System Administrator to strengthen our Customer Support Operations & Strategy team. You will own Zendesk administration, security, and automation, helping scale our CS stack as we pursue a bank charter.

This full-time, on-site role is based in the San Francisco Bay Area. Ideal candidates have 3–5 years Zendesk admin experience, know AWS/Azure, and can collaborate with Engineering, Risk, and L&D to improve agent and customer experiences.

Qualifications

• 3–5 years hands-on Zendesk Administrator experience.
• Knowledge of system security, monitoring tools, and cloud infrastructure.
• Experience integrating Zendesk with a company's tech stack.
• Familiarity with AI-driven CS tools and automation opportunities.

Responsibilities

• Administer Zendesk, including intraday maintenance and growth.
• Maintain cohesive Zendesk ecosystem as footprint grows.
• Develop internal Zendesk knowledge base and procedures.
• Generate and report Zendesk metrics to guide improvements.
• Lead projects to improve or expand Zendesk setup.

Skills

Zendesk administration

System security

Cloud infrastructure

AI-driven CS tools

Cross-functional collaboration

Troubleshooting

Regulatory/compliance awareness

Tools

Zendesk

AWS/Azure

Notion

Guru

Okta

Job description

Mercury seeks a System Administrator to strengthen our Customer Support Operations & Strategy team. You will own Zendesk administration, security, and automation, helping scale our CS stack as we pursue a bank charter.

This full-time, on-site role is based in the San Francisco Bay Area. Ideal candidates have 3–5 years Zendesk admin experience, know AWS/Azure, and can collaborate with Engineering, Risk, and L&D to improve agent and customer experiences.