[Hiring] Support Systems Engineer @Ashby

Role Description

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.

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. You’ll work with IT, RevOps, and Engineering to connect the system to the tools and processes around it. Helping the Support team adopt new workflows matters just as much as getting the configuration right.

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.
  • 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.
• Partner Across Support
  • Partner with Workforce Management, QA, and Support Training to ensure 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.

Qualifications

• Hands-on experience implementing or administering a support ticketing system such as Zendesk, Salesforce Service Cloud, Intercom, Plain, Pylon, or a comparable platform.
• Experience owning a support-system migration or implementation, from scoping through go-live and beyond.
• Vendor evaluation experience with real skepticism.
• Understanding of Support workflows, including routing, SLA and priority configuration, queue management, escalation paths, and reporting.
• Understanding of integrations, APIs, and data migration well enough to work through technical requirements with engineers.
• Experience guiding teams through system or workflow changes, with clear communication, thoughtful training, and structured feedback.
• Ability to build strong working relationships with Workforce Management, QA, Engineering, and Support Leadership.

Requirements

• You’ve worked directly inside a support ticketing system and personally owned a system migration or implementation.
• You want to own what you build, including ongoing administration, documentation, and improvement.
• 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 like being the person a team turns to when something breaks or doesn’t feel right.

Benefits

• Benefits vary by country and are shared in more detail during the process.
• 10-year exercise window for stock options.
• Unlimited PTO with four weeks recommended per year.
• Twelve weeks of fully paid family leave in the US.
• A $1,200 annual learning and professional-development budget.
• A one-time $2,000 home-office setup budget for furniture, monitors, peripherals, and ergonomic equipment.
• Extended health benefits for you and your dependents (subject to availability with our Employer of Record).
• Opportunities to spend time with teammates through an annual company offsite, team offsites, local meetups, and virtual events.