Support Systems Engineer — Scale & Automation

Ashby, Inc.; United States; Presencial; USD 100.000 - 130.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Stock options

Unlimited PTO

Family leave (US)

Learning & development budget

Home-office budget

Descripción de la vacante

Ashby, Inc. is seeking a Support Systems Engineer to own and evolve our Support systems.

You’ll lead implementations and migrations, design routing, SLAs, and reporting, and partner with IT, RevOps, and Engineering to ensure smooth integration and adoption of new workflows. In this role you will be the go‑to expert for Zendesk, Salesforce Service Cloud, Intercom, and related tools, building durable, scalable processes.

Formación

• Hands-on experience implementing or administering a support ticketing system (e.g., Zendesk, Salesforce Service Cloud, Intercom, Plain, Pylon)
• Experience owning a support-system migration or implementation from scoping through go-live
• Vendor evaluation experience with an assessment framework and post‑contract follow‑through
• Understanding of Support workflows: routing, SLAs, priority config, queues, escalation paths, and reporting
• Ability to discuss integrations, APIs, and data migration with engineers, without needing to code
• Proven ability to guide teams through system or workflow changes with clear communication and training

Responsabilidades

• Own implementation of new systems, tools, and workflows from planning through full rollout, including configuration, data migration, and integrations
• Design routing logic, SLAs, escalation paths, and reporting for growing complexity
• Develop and lead a change management plan with training and feedback loops
• Serve as long‑term administrator for Support systems with governance and access management
• Document system architecture and admin processes and keep them current
• Evaluate new tools and integrations with structured demos and vendor accountability

Conocimientos

System implementation

Change management

Vendor evaluation

Cross-functional collaboration

Documentation

Herramientas

Zendesk

Salesforce Service Cloud

Intercom

Plain

Pylon

Descripción del empleo

Ashby, Inc. is seeking a Support Systems Engineer to own and evolve our Support systems.

You’ll lead implementations and migrations, design routing, SLAs, and reporting, and partner with IT, RevOps, and Engineering to ensure smooth integration and adoption of new workflows. In this role you will be the go‑to expert for Zendesk, Salesforce Service Cloud, Intercom, and related tools, building durable, scalable processes.