Senior Zendesk & CS Systems Engineer

Mercury; San Francisco (CA); On-site; USD 154,000 - 193,000; Full time

Job summary

Mercury is seeking a System Administrator to own Zendesk administration, security, and CS tooling as we scale toward a bank charter. You will collaborate across multiple teams to maintain a cohesive Zendesk ecosystem, automate workflows using AI, and report on customer-service metrics to drive improvements.

You’ll work with a tech stack including Notion, Guru, Slack, Okta, and cloud platforms. Prior experience in a regulated fintech environment is a plus.

Qualifications

• 3-5 years of hands-on Zendesk Administrator experience.
• 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 and an interest in automation opportunities.

Responsibilities

• Zendesk Administration: intraday maintenance and supporting Zendesk through strategic growth.
• Collaborate with Systems Admins to keep Zendesk ecosystem cohesive as footprint grows.
• Develop and maintain an internal knowledge base for Zendesk configuration & procedures.

Skills

Zendesk administration

System security

Cloud infrastructure

AI-driven CS tools

Automation

Collaboration

Troubleshooting

Tools

Zendesk

Notion

Guru

Slack

Okta

AWS

Azure

Job description

Mercury is seeking a System Administrator to own Zendesk administration, security, and CS tooling as we scale toward a bank charter. You will collaborate across multiple teams to maintain a cohesive Zendesk ecosystem, automate workflows using AI, and report on customer-service metrics to drive improvements.

You’ll work with a tech stack including Notion, Guru, Slack, Okta, and cloud platforms. Prior experience in a regulated fintech environment is a plus.