Support Systems Engineer — Lead Rollouts & Automation

Jobicy; United States; A distancia; USD 120.000 - 180.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Unlimited PTO

Home-office budget

Learning budget

Family leave

Stock options

Company offsites

Descripción de la vacante

Ashby is seeking a Support Systems Engineer who will own the configuration, automations, and integrations of our Support systems. You will lead system implementations end‑to‑end, collaborate with IT, RevOps, and Engineering, and drive adoption of new workflows while reducing frictions for both the team and customers.

You’ll manage ongoing governance, documentation, and vendor engagements, ensuring scalable solutions as Ashby grows. This role demands hands‑on delivery and strategic thinking.

Formación

• Hands-on experience implementing or administering a support ticketing system.
• Experience owning a support-system migration or implementation from scoping through go-live and beyond.
• Vendor evaluation experience with a framework and post‑demo validation.
• Understanding of support workflows: routing, SLA, queues, escalation, and reporting.
• Familiarity with integrations, APIs, and data migration principles.
• Ability to drive cross-functional collaboration and effective rollout training.

Responsabilidades

• Own implementation of new systems, tools, and workflows from planning and pilot through full rollout, including configuration, data migration, and integrations.
• Design routing logic, SLAs, escalation paths, and reporting that scale with growth.
• Develop and lead a change management plan with clear communication, training, and structured feedback.

Conocimientos

System ownership

Change management

Vendor evaluation

Cross-functionalCollab

Data reporting

Herramientas

Zendesk

Salesforce Service Cloud

Intercom

Plain

Pylon

Descripción del empleo

Ashby is seeking a Support Systems Engineer who will own the configuration, automations, and integrations of our Support systems. You will lead system implementations end‑to‑end, collaborate with IT, RevOps, and Engineering, and drive adoption of new workflows while reducing frictions for both the team and customers.

You’ll manage ongoing governance, documentation, and vendor engagements, ensuring scalable solutions as Ashby grows. This role demands hands‑on delivery and strategic thinking.