Support Systems Engineer — Own & Scale Our Tools

Ashby; United States; A distancia; USD 110.000 - 170.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Stock options

Unlimited PTO

Family leave (US)

Descripción de la vacante

Ashby is seeking a Support Systems Engineer in the United States to own and optimize our support tooling and workflows. You will lead end‑to‑end system implementations, drive adoption, and partner with IT, RevOps, and Engineering to connect tools to processes.

You will ensure scalable, reliable configurations and governance for our growing support organization. You’ll own the configuration, automations, and integrations behind our support systems, and become the go‑to expert for bottlenecks and

Formación

• Hands-on experience leading or administering a support system implementation.
• Ability to design and manage change across teams and workflows.
• Experience evaluating vendors and holding them to commitments.
• Understanding of routing, SLAs, escalation paths, and reporting for support teams.

Responsabilidades

• Lead system implementations from planning to rollout, including data migration and integrations.
• Administer and optimize support systems, reduce friction, and document architecture and processes.
• Partner with cross-functional teams (Workforce Management, QA, Eng) to align capacity planning, reporting, and workflows.

Conocimientos

Implementation leadership

Vendor evaluation

Cross-functional collaboration

Communication

Change management

Herramientas

Zendesk

Salesforce Service Cloud

Intercom

APIs

Descripción del empleo

Ashby is seeking a Support Systems Engineer in the United States to own and optimize our support tooling and workflows. You will lead end‑to‑end system implementations, drive adoption, and partner with IT, RevOps, and Engineering to connect tools to processes.

You will ensure scalable, reliable configurations and governance for our growing support organization. You’ll own the configuration, automations, and integrations behind our support systems, and become the go‑to expert for bottlenecks and