Support Operations Engineer - NAMER

HELLO! I'm Allie, Head of Support at Ashby. 👋 One of our biggest priorities is improving the systems and workflows our Support team relies on to do their best work as we grow. That’s why we’re searching for a Support Systems Engineer to become the long-term owner of our Support systems. If you love wrangling operational complexity, building durable systems, and being the person a team relies on to keep everything running well, this is the role for you. ABOUT THIS ROLE We’re looking for someone who wants to plant a flag in Support Operations, with the experience to independently lead a system implementation and the ambition to keep raising the bar as our Support team grows and the systems and workflows we rely on become more complex. The implementation will build on our existing systems and workflows, alongside our Support Operations Specialist, who helps teams use our tools effectively and keeps operational data reliable. From planning through rollout, you’ll work with IT, RevOps, and Engineering to connect the system to the tools and processes around it. Getting the configuration right is only part of the work. Helping the Support team adopt new workflows matters just as much. The configuration, automations, and integrations behind our Support systems will remain yours to own and improve as our needs evolve. You’ll be the person we rely on when something breaks, doesn’t scale, or needs to be rethought entirely. ROLE RESPONSIBILITIES Lead System Implementations - Own implementation of new systems, tools, and workflows from planning and pilot through full rollout, including configuration, data migration, and integrations with our existing tools. - Design routing logic, SLAs, escalation paths, and reporting that can handle more complexity as we grow. - Develop and lead a change management plan that helps the team adopt new systems and workflows, with clear communication, thoughtful training, and structured feedback from frontline teams and Support leaders. Administer and Optimize Support Systems - Serve as the long-term administrator for our Support systems, owning configuration, automations, workflow improvements, and governance, with access management handled in partnership with internal IT. Keep finding ways to reduce friction for the team and our customers. - Document system architecture, admin processes, and escalation paths, and keep that documentation current. - Evaluate new tools and integrations as our needs evolve, using structured demos and input from the teams affected. Pressure-test vendor promises against our requirements, recommend solutions, and hold vendors to their commitments after the contract is signed. Partner Across Support - Partner with Workforce Management, QA, and Support Training to make sure our systems support capacity planning, reporting, and the technical workflows each team relies on. - Be the go-to person for Support tooling, advising on configuration decisions and working with Support Leadership to prioritize the systems improvements that matter most to the team. ROLE REQUIREMENTS - Hands-on experience implementing or administering a support ticketing system such as Zendesk, Salesforce Service Cloud, Intercom, Plain, Pylon, or a comparable platform. You’ve configured the system yourself, not just managed the project. - Experience owning a support-system migration or implementation, from scoping through go-live and beyond. You can make judgment calls when requirements are unclear and see projects through without losing momentum. - Vendor evaluation experience with real skepticism. You know how to build an assessment framework, pressure-test a demo, and hold vendors to commitments after the contract is signed. - You understand Support workflows, including routing, SLA and priority configuration, queue management, escalation paths, and the reporting Support leaders rely on. - You understand integrations, APIs, and data migration well enough to work through technical requirements with engineers. You don’t need to write the code, but you need to understand what you’re asking for and why it matters. - You can spot workflow friction, anticipate what will break as we grow, and make thoughtful tradeoffs about what to fix now versus later. - Experience guiding teams through system or workflow changes, with clear communication, thoughtful training, and structured feedback from frontline teams and senior stakeholders. You know that a successful rollout depends on how people use the system, not just whether it works. - You can build strong working relationships with Workforce Management, QA, Engineering, and Support Leadership. You’re comfortable explaining technical decisions to frontline team members and making the business case to senior stakeholders. YOU SHOULD APPLY IF: - You’ve worked directly inside a support ticketing system and personally owned a system migration or implementation. You know where these projects go sideways and how to keep them on track. - You want to own what you build, including ongoing administration, documentation, and improvement. Getting a system running reliably is satisfying, but so is finding ways to make it better as the team grows and our customers’ needs evolve. - You’ve questioned vendor promises and know how to get past a polished demo to understand what a product can actually deliver. - You move comfortably between the bigger picture and the details. You can present a vendor recommendation to leadership in the morning and dig into workflow configuration in the afternoon. - You like being the person a team turns to when something breaks or doesn’t feel right. When you spot unnecessary friction, you take ownership of fixing it rather than waiting to be asked. YOU SHOULD NOT APPLY IF: - You haven’t worked directly inside a support ticketing system at an admin or implementation level, or you want to manage this work from a distance. We need someone in the details, not above them. - You’re looking for an imple