SME, Support Systems Specialist

Overview

Support Systems & Routing Specialist to configure and optimize the infrastructure powering contributor support operations.

What you'll do

• Own end-to-end Zendesk configuration, including ticket forms, fields, macros, triggers, automations, SLAs, and views.
• Design and maintain routing logic for accurate ticket distribution across skills, queues, and teams.
• Build and manage a support agent skills framework (skills, tiers, certifications, queue structures).
• Monitor and optimize queue health, load balancing, and ticket assignment accuracy.
• Configure and maintain integrations across support tools and reporting systems.
• Troubleshoot system issues and partner with Engineering or vendors as needed.
• Document configurations and provide training and guidance on system usage and routing logic.

What you'll need

• Experience administering Zendesk or similar support CRM systems.
• Experience designing routing logic or managing skills-based systems in high-volume environments.
• Strong systems-thinking and analytical mindset.
• High attention to detail to identify risks and inconsistencies.
• Experience working cross-functionally with technical and non-technical stakeholders.
• Ability to own and manage complex system configurations end-to-end.
• Familiarity with SQL or data analysis for routing optimization.