Support Operations Engineer

📋 Description

• Lead the implementation of new support systems, tools, and workflows, from initial planning and
• Design and optimize routing logic, service-level agreements (SLAs), escalation paths, queue
• Develop and manage change management plans to support successful adoption, including clear
• Own the ongoing administration and optimization of Support systems, including configurations
• Maintain clear and up-to-date documentation covering system architecture, administrative processes
• Assess new tools and integrations as operational needs evolve, using structured evaluations and

🎯 Requirements

• Hands-on experience implementing or administering a customer support ticketing platform such as
• Proven ownership of a support system migration or implementation, from requirements gathering and
• Ability to make sound decisions when requirements are ambiguous, manage competing priorities, and
• Experience evaluating vendors, developing structured assessment criteria, challenging product
• Strong understanding of customer support operations, including ticket routing, SLAs, priority
• Working knowledge of APIs, integrations, and data migration, with the ability to collaborate

🎁 Benefits

• Compensation: CAD $100,000–$130,000 annually for candidates based in Canada.
• Equity opportunities, with a 10-year exercise window for stock options.
• Unlimited paid time off, with four weeks recommended annually.
• Twelve weeks of fully paid family leave for eligible employees in the United States; expansion to
• Annual learning and professional development budget of $1,200.
• One-time home-office setup allowance of $2,000 for furniture, monitors, peripherals, and ergonomic