Staff Systems Engineer - Zendesk

Fivetran

  • Oakland, CA
  • Permanent
  • Full-time
  • 16 days ago
About the RoleFivetran is building data pipelines to power the modern data stack for thousands of companies. We're looking for a Staff Systems Engineer, Customer Support Systems who will play a key role helping to drive our Customer Support technology.As part of our Systems Engineering team, you will be responsible for managing our Customer Support Systems, anchored by Zendesk. As the very first hire for Customer Support Systems, your role will initially involve many hats. Your primary expertise should be in Zendesk, where you'll administer and configure the platform, as well as build, enhance, or integrate new custom applications. As a Staff Systems Engineer, you should have a great sense for opportunities to optimize our processes and platform, and take a collaborative approach with the Customer Support team to suggest areas of opportunity. In this role, you will enable other Fivetranners to provide world-class customer support!This is a full-time hybrid position based out of our Oakland office in the United States.Technologies You'll UseZendesk, SupportLogic, Salesforce, Height, and Tymeshift, are examples of systems that you'll encounter day to day. We hope that you are a Zendesk expert, but don't require you to know all of the others - just the curiosity to learn more! More importantly, we're looking for someone who is willing to explore and learn new solutions and become the local expert in those, particularly with AI-based tools.What You'll Do
  • Support the day-to-day of our Customer Support systems, including Zendesk configuration, administration, and troubleshooting
  • Continuously optimize the user experience for our Customer Support teams
  • Think broadly about processes and their dependencies, and create well-designed solutions beyond the immediate opportunity
  • Lead the configuration and customization of our Systems to align with business processes and requirements inline with Fivetran's Feature Development Life Cycle
  • Troubleshoot any issues that arise, establishing the root cause and implementing a fix within a timely manner
  • Create and maintain detailed documentation of system processes, configuration, and technical design
  • Collaborate closely with internal stakeholders to understand Support needs
  • Assess our existing systems and identify opportunities for improvement and automation
  • Assist in developing overall Customer Support Systems roadmap recommendations
Skills We're Looking For
  • 5+ Years experience with Zendesk, including integrations and custom application development
  • User interface customization and extension
  • Experience with related capabilities, such as workforce management tooling, triage and routing automation, and knowledge base solutions
  • Interest in building a fantastic Knowledge-Centered Service experience
  • Eagerness to learn and stretch beyond your comfort level
  • Strong communication skills, especially in writing, as we are a globally distributed team
  • Ability to translate business requirements into technical solutions
Bonus SkillsPrior work experience in Customer Support - while this is not a user-facing customer support role, it will be helpful as you develop solutions for our Customer Support teamsExperience with AI to enhance support capabilities - routing, triage, language model-based helpersExperience with Knowledge Centered Service processes and toolingExperience as a software engineer/systems analyst, or as a systems engineer applying software development principles to internal systemsExperience with related systems, such as SalesforcePublic company experience and a working understanding of system and process controlsProficiency in a general-purpose programming language, SQL, and general data literacy#LI-MD1 #LI-HYBRID

Fivetran