Zendesk Systems Architect – Customer Ops (Remote)

Speedrun Talent Network; San Francisco (CA); Remote; USD 105,000 - 245,000; Full time

Benefits offered by this job

Equity

Health benefits

Paid time off

Remote-friendly

Annual bonus

Job summary

Figma is seeking a skilled Zendesk Administrator to own COS Zendesk and Decagon integrations, driving system health and scalable support workflows. You’ll lead automation and routing improvements while collaborating with Engineering, IT, Security, and Analytics.

Increase adoption of AI-assisted support, design robust playbooks, and document architecture. Remote US candidates encouraged to apply; strong communication is essential.

Qualifications

• 3+ years as a Zendesk administrator or Business Systems Analyst supporting a customer or product support organization
• Hands-on experience configuring Decagon and integrating it with Zendesk
• Experience administering or supporting multiple tools across a support ecosystem
• Experience leading systems changes independently or with cross-functional teams (Engineering, IT, Security, Analytics)
• Strong communication, ownership, and judgment with stakeholders while maintaining quality and documentation

Responsibilities

• Own and optimize the COS Zendesk environment, including workflows, rules, automations, routing, permissions, and system health
• Improve ticket classification, queue design, backlog management, and skills-based routing for scale
• Administer Decagon and its Zendesk integration, including handoffs and AI escalations
• Support broader tooling (Sprinklr, Gainsight, MaestroQA, Assembled, etc.) across the organization
• Explore and expand agent-facing AI capabilities (Zendesk Copilot and similar)
• Own lifecycle of system changes: requirements, design, testing, rollout, communication, post-launch monitoring
• Create and maintain playbooks, SOPs, change logs, and architecture diagrams

Skills

Zendesk administration

System ownership

Cross-functional collaboration

Stakeholder communication

AI tooling

Education

Bachelor's degree (or equivalent)

Tools

Zendesk

Decagon

Sprinklr

Gainsight

MaestroQA

Assembled

Salesforce

APIs/Webhooks

Job description

Figma is seeking a skilled Zendesk Administrator to own COS Zendesk and Decagon integrations, driving system health and scalable support workflows. You’ll lead automation and routing improvements while collaborating with Engineering, IT, Security, and Analytics.

Increase adoption of AI-assisted support, design robust playbooks, and document architecture. Remote US candidates encouraged to apply; strong communication is essential.