Senior Support Systems Administrator

📋 Description

• Own the Zendesk ecosystem: routing, triggers, SLAs, Contextual Workspaces.
• Build and maintain reliable integrations across Zendesk Suite, ZIS, Intercom, n8n, and Zapier.
• Define and execute QA for all changes: test plans, UAT, staging, regression.
• Design and maintain disaster recovery for the support infrastructure — backups, runbooks, incident lead.
• Own technical documentation: version-controlled workflows, API dependencies, system changes.
• Build dashboards for leadership visibility into support performance.

🎯 Requirements

• Must-have: 5+ years in SaaS Support Ops or technical ops.
• Must-have: Zendesk expertise—triggers, automations, Liquid, API.
• Must-have: JSON & JavaScript; experience with n8n or Zapier.
• Must-have: QA discipline: test cases, staging, regression, UAT.
• Must-have: Clear, engineer-friendly documentation.
• Must-have: Backup and disaster recovery planning for SaaS.
• Nice-to-have: React or Tailwind CSS for Help Center customization.
• Nice-to-have: SQL or data visualization experience (Looker, Tableau).
• Nice-to-have: Frontline customer support experience.

🎁 Benefits

• Competitive base + variable comp aligned to role and location.
• Meaningful equity in a post-Series D, $2.5B company.
• Day-1 health, dental, and vision coverage.
• Unlimited PTO — not a gimmick; we take it.
• $500 home office stipend · $1K annual L&D budget.
• San Francisco hub with flexible hybrid setup.