Sme, Support Systems Specialist

engineers.ai

India
On-site
Zendesk administration and configuration
Designing routing logic for ticket distribution
Building scalable support agent skills frameworks
Scale is seeking a Support Systems & Routing Specialist to optimize their core infrastructure for contributor support operations, primarily involving Zendesk. The role emphasizes collaboration with various teams to enhance system configurations and operational efficiency as the company scales

Job Summary

  • This role is responsible for owning and optimizing the core infrastructure powering contributor support operations at Scale.
  • You will design and maintain complex routing logic to ensure accurate ticket distribution across skills, queues, and teams.
  • The ideal candidate thrives in building and improving systems that others rely on daily while solving complex operational challenges at scale.

Matching Summary

Match Score: 85

Scale is seeking a Support Systems & Routing Specialist to optimize their core infrastructure for contributor support operations, primarily involving Zendesk. The role emphasizes collaboration with various teams to enhance system configurations and operational efficiency as the company scales.

Skills & Requirements

Must-have

  • Zendesk administration and configuration
  • Designing routing logic for ticket distribution
  • Building scalable support agent skills frameworks
  • Monitoring queue health and load balancing
  • Cross-functional collaboration with engineering teams

Nice-to-have

  • Experience with operational data dashboards
  • SQL or data analysis for routing optimization
  • Basic Python or JavaScript scripting knowledge
  • Scaling support systems in fast-growing environments

Key Requirements

  • Experience administering Zendesk or similar support CRM systems
  • Proven ability to manage high-volume skills-based routing systems
  • Strong systems-thinking and analytical mindset required

Work Rights

Not specified

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