Support Systems Lead (Foster City)

📋 Description

• Configure and maintain Zendesk and the surrounding support stack, from the day-to-day workflow and
• Build and maintain assignment logic, queues, tagging and taxonomy, and escalation paths, keeping
• Set up and maintain support tooling, workflows, and access across internal agents, outsourced
• Partner with Engineering on the technical requirements for self-service and in-product support
• Spot the repetitive steps in agent and admin workflows before they become bottlenecks, and build
• Take in tooling and systems requests from across support, run tool and vendor evaluations for the

🎯 Requirements

• 5+ years in support operations, support systems, tooling, or a similar technical operations role.
• Hands-on administration of a ticketing platform like Zendesk: building triggers and automations
• Experience building and maintaining integrations across SaaS tools using APIs and webhooks.
• Comfortable troubleshooting directly and working with engineers on more complex system needs.
• Strong judgment about prioritization in fast-moving, sometimes ambiguous environments.
• Comfort taking on cross-functional problems, including ones that sit between support, tooling, and

🎁 Benefits

• Competitive Salary & Equity
• 401(k) Program with a 4% match (US Only)
• Health, Dental, Vision and Life Insurance
• Short Term and Long Term Disability
• Paid Parental, Medical, Caregiver Leave
• Flexible Time Off (FTO) + Holidays