Sme, Support Systems Specialist

Scale AI

India
On-site
Zendesk administration and configuration
Designing routing logic for tickets
Managing support agent skills framework
Scale AI is seeking a Support Systems & Routing Specialist to manage and optimize their contributor support operations using systems like Zendesk. This role requires strong analytical skills and experience in high-volume environments, with a focus on operational efficiency and cross-functional collaboration

Job Summary

  • This role involves owning end-to-end Zendesk configuration including ticket forms, fields, macros, triggers, automations, SLAs, and views.
  • The specialist will design and maintain routing logic to ensure accurate ticket distribution across skills, queues, and teams.
  • You will partner closely with Support Ops, Product, Engineering, and cross-functional stakeholders to translate operational needs into robust system configurations.

Matching Summary

Match Score: 85

Scale AI is seeking a Support Systems & Routing Specialist to manage and optimize their contributor support operations using systems like Zendesk. This role requires strong analytical skills and experience in high-volume environments, with a focus on operational efficiency and cross-functional collaboration.

Skills & Requirements

Must-have

  • Zendesk administration and configuration
  • Designing routing logic for tickets
  • Managing support agent skills framework
  • Optimizing queue health and load balancing
  • Cross-functional collaboration with engineering

Nice-to-have

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

Key Requirements

  • Experience administering Zendesk or similar support CRM systems
  • Experience designing routing logic in high-volume environments
  • Strong systems-thinking and analytical mindset

Work Rights

Not specified

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