[Hiring] Product Administrator @International Rescue Committee

Role Description

The Product Administrator will primarily support the day-to-day operation and maintenance of technology platforms used for the Washington Migrant and Asylum-Seeker Support Project (WA MASS) and the Washington Immigrant Information Center (WA-immigrant.info). These programs provide trusted, multilingual information and service navigation for immigrant, refugee, and asylum-seeking communities across Washington State, and directly coordinate with government partners to provide housing, legal, and case management assistance to new arrivals.

This role focuses on technical support for live production software systems, including troubleshooting issues, supporting content and configuration updates, coordinating with vendors and internal teams, and ensuring platforms remain stable, accessible, and responsive to user needs.

While this is not a web developer role, experience with JavaScript and modern web technologies is highly desirable, as the Product Administrator will occasionally contribute to more complex technical implementations and enhancements in collaboration with engineering support.

Major Responsibilities

• Technical Support, Platform Operations, and Product Contributions (70%)
  • Serve as the primary technical support point of contact for the Zendesk Support and Guide environments for WA MASS and WA-immigrant.info, managing incoming requests, triaging issues, and ensuring timely resolution through the Zendesk tech support queue.
  • Perform system administration for Zendesk instances, including user and role management, workflow configuration, content publishing, custom app configuration, and basic troubleshooting of integrations.
  • Manage and support live deployments of public-facing websites and information hubs, including content updates, configuration changes, and limited-scope development tasks.
  • Contribute to development sprints by implementing small-to-medium technical enhancements, bug fixes, and configuration changes, while escalating complex feature requests or architectural issues to engineering teams as appropriate.
  • Collaborate with product and engineering partners to test new features, validate fixes, and support quality assurance.
  • Develop, document, and refine standard operating procedures (SOPs) for technical support, content updates, deployments, and common workflows, in coordination with the Product Manager.
  • Write clear, practical technical guidance and internal documentation to support consistent platform use, onboarding, and troubleshooting.
  • Support caseworkers and program staff through hands-on training, office hours, and one-on-one technical support to ensure effective adoption and correct use of tools.
  • Actively identify usability issues, workflow friction, and opportunities to improve staff and client experience, contributing ideas and feedback that help build more intuitive and effective systems.
  • Help maintain stable, secure, and well-functioning technology systems that directly support service delivery and positive humanitarian outcomes for immigrant, refugee, and asylum-seeking communities.
• Collaboration and Stakeholder Support (30%)
  • Serve as a key point of contact between program staff, product management, and engineering teams, translating operational needs and user feedback into actionable technical requests.
  • Communicate clearly with non-technical stakeholders, including caseworkers and program leads, to explain system behavior, limitations, and best practices.
  • Support training, onboarding, and change management efforts for new tools, features, and workflows.
  • Coordinate with vendors, IRC IT, and external partners as needed to resolve platform issues, manage access, and support integrations.
  • Assist with maintaining project documentation, tracking issues and resolutions, and supporting continuous improvement across deployments.
  • Contribute to planning discussions by providing operational and technical insight into feasibility, support needs, and maintenance considerations.

Qualifications

• Experience managing technical support queues for production systems, including triage, troubleshooting, escalation, and follow-through with users and engineering teams.
• Hands-on experience administering and configuring customer support or case management platforms (e.g., Zendesk Support and Guide), including workflows, permissions, macros, and content publishing.
• Working knowledge of modern web technologies, with the ability to make scoped contributions to live systems (HTML, CSS, JavaScript; React and/or Next.js strongly preferred).
• Familiarity with data analysis tools such as PowerBI or Tableau is desired.
• Experience maintaining and updating content-driven websites, including working with templating frameworks and content management systems.
• Comfort collaborating in a sprint-based development environment, contributing fixes or enhancements while escalating more complex feature requests appropriately.
• Ability to read, understand, and lightly modify existing codebases and configuration files without owning full system architecture.
• Experience writing clear technical documentation, SOPs, and internal guidance for non-technical users.
• Familiarity with version control and basic deployment workflows for web applications.
• Experience supporting internal staff or frontline service teams, with an understanding of the importance of reliability, usability, and trust in tools used for direct service delivery.
• Comfort operating in live production environments where uptime, data integrity, and user confidence matter.
• Strong problem-solving instincts and a bias toward fixing root causes, not just closing tickets.

Working Environment

• This role is remote, with the possibility of in-person work depending on location.
• Relevant stakeholders are located across time zones from GMT-8 to GMT+3, which may require occasional early or late meetings to support effective collaboration.

Compensation

• Pay Range: $35.00 - $43.00
• Posted pay ranges apply to US-based candidates. Ranges are based on various factors including the labor market, job type, internal equity, and budget.
• Exact offers are calibrated by work location, individual candidate experience and skills relative to the defined job requirements.

Benefits

• 10 sick days
• 10 US holidays
• 20-25 paid time off days depending on role and tenure
• Medical insurance starting at $163 per month
• Dental starting at $6.50 per month
• Vision starting at $5 per month
• FSA for healthcare and commuter costs
• A 403b retirement savings plan with immediately vested matching
• Disability & life insurance
• An Employee Assistance Program which is available to our staff and their families to support counseling and care in times of crisis and mental health struggles.

Equal Opportunity Employer

IRC is an Equal Opportunity Employer. IRC considers all applicants on the basis of merit without regard to race, sex, color, national origin, religion, sexual orientation, age, marital status, veteran status, disability or any other characteristic protected by applicable law.