Support Systems Lead - Scale Support with AI & Automation

United States Digital Space LLC; United States; À distance; USD 120 000 - 180 000; Plein temps

Avantages offerts par ce poste

Competitive Salary & Equity

401(k) Program with 4% match (US Only)

Health, Dental, Vision and Life

Paid Parental, Medical, CaregiverLeave

Flexible Time Off

Commuter Benefits

Wellness Stipend

Résumé du poste

United States Digital Space LLC in NYC is seeking a Support Systems Lead to own and scale the tools our support team relies on. You’ll configure Zendesk, automate workflows, and ensure self-service and AI-driven support stay current as the product grows.

You’ll partner with Engineering and Operations to design entry points, routing, and integrations, spot bottlenecks, and drive migrations when platforms change.

Qualifications

• 5+ years in support operations or similar technical operations
• Hands-on administration of Zendesk: triggers, automations, macros, views, SLAs
• Experience building integrations across SaaS tools using APIs and webhooks
• Comfortable troubleshooting directly and with engineers on complex needs
• Strong judgment about prioritization in fast-moving, ambiguous environments
• Cross-functional problems between support, tooling and engineering

Responsabilités

• Configure and maintain Zendesk and surrounding support stack, from day-to-day workflows to rules and permissions
• Build and maintain assignment logic, queues, tagging, taxonomy, and escalation paths
• Set up and maintain support tooling, workflows, and access across internal agents, outsourced vendors, and regions
• Partner with Engineering on requirements for self-service and in-product support, and build entry points and routing
• Spot repetitive steps in agent/admin workflows and build automations, bulk actions, and scripts
• Lead tool/vendor evaluations and migration if platform changes

Connaissances

Zendesk admin

Integrations via APIs

Troubleshooting with engineers

Prioritization in ambiguity

Cross-functional collaboration

Tooling ownership

Outils

Zendesk

Description du poste

United States Digital Space LLC in NYC is seeking a Support Systems Lead to own and scale the tools our support team relies on. You’ll configure Zendesk, automate workflows, and ensure self-service and AI-driven support stay current as the product grows.

You’ll partner with Engineering and Operations to design entry points, routing, and integrations, spot bottlenecks, and drive migrations when platforms change.