Support Systems Engineer: Own & Scale Our Support Ops

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

Benefits offered by this job

Unlimited PTO

Stock options exercise window

Home-office budget

Company laptop

Job summary

Ashby, Inc. is seeking a Support Systems Engineer to own our support systems end-to-end, leading implementation, configuration, migrations, and integrations. You will partner with IT, RevOps, and Engineering to ensure reliable, scalable workflows and governance.

You will drive change management, documentation, and adoption of new tools, ensuring frontline teams and leaders have the processes they need to scale support operations effectively.

Qualifications

• Hands-on experience implementing or administering a support ticketing system such as Zendesk, Salesforce Service Cloud, Intercom, Plain, Pylon, or a comparable platform.
• Experience owning a support-system migration or implementation from scoping through go-live and beyond.
• Vendor evaluation experience with a framework to pressure-test demos and hold commitments after contract.
• Understanding of Support workflows, routing, SLA configuration, queue management, escalation paths, and reporting.

Responsibilities

• Own implementation of new systems, tools, and workflows from planning through rollout, including configuration, data migration, and integrations with existing tools.
• Design routing logic, SLAs, escalation paths, and reporting to handle increasing complexity as we scale.
• Develop and lead a change management plan with clear communication, training, and structured feedback from frontline teams and Support leaders.

Skills

System implementation

Support workflows

Vendor evaluation

Change management

Cross-functional collaboration

Tools

Zendesk

Salesforce Service Cloud

Intercom

Plain

Pylon

Job description

Ashby, Inc. is seeking a Support Systems Engineer to own our support systems end-to-end, leading implementation, configuration, migrations, and integrations. You will partner with IT, RevOps, and Engineering to ensure reliable, scalable workflows and governance.

You will drive change management, documentation, and adoption of new tools, ensuring frontline teams and leaders have the processes they need to scale support operations effectively.