Support Systems Engineer - NAMER

Ashby • ,

3d • $100,000 - $130,000

About The Position

Ashby is seeking a Support Systems Engineer to become the long-term owner of the systems and workflows used by its Support team. The role will independently lead system implementations, build on existing systems and workflows, and partner with the Support Operations Specialist and teams including IT, RevOps, and Engineering to connect systems with related tools and processes. Success involves both configuring systems and helping the Support team adopt new workflows.

The Support Systems Engineer will own and improve the configuration, automations, and integrations behind Support systems as the organization grows. This includes implementation planning, piloting and rollout; ongoing administration and governance; documentation; workflow optimization; and evaluation of new tools and vendors. The role works closely with Workforce Management, QA, Support Training, Support Leadership, frontline teams, and cross-functional partners.

Requirements

• Hands-on experience implementing or administering a support ticketing system, such as Zendesk, Salesforce Service Cloud, Intercom, Plain, Pylon, or a comparable platform; personally configured the system rather than only managing the project.
• Experience owning a support-system migration or implementation from scoping through go-live and ongoing operation.
• Experience evaluating vendors, building assessment frameworks, pressure-testing demos, and holding vendors to commitments.
• Understanding of Support workflows, including routing, SLA and priority configuration, queue management, escalation paths, and reporting.
• Understanding of integrations, APIs, and data migration sufficient to work through technical requirements with engineers; coding is not required.
• Ability to identify workflow friction, anticipate scaling issues, and make thoughtful tradeoffs about what to address now versus later.
• Experience guiding teams through system or workflow changes through clear communication, training, and structured feedback from frontline teams and senior stakeholders.
• Ability to build strong working relationships with Workforce Management, QA, Engineering, and Support Leadership, and to explain technical decisions to frontline staff and business cases to senior stakeholders.
• Comfort working through unclear requirements, making decisions, and carrying projects forward without a fully defined playbook.
• Interest in ongoing system administration, documentation, and improvement after launch.

Responsibilities

• Lead implementation of systems, tools, and workflows from planning and pilot through full rollout, including configuration, data migration, and integrations with existing tools.
• Design routing logic, SLAs, escalation paths, and reporting that can support increasing complexity.
• Develop and lead change management plans, including communication, training, and structured feedback from frontline teams and Support leaders.
• Administer Support systems and own configuration, automations, workflow improvements, and governance, partnering with internal IT on access management.
• Identify and implement improvements that reduce friction for the Support team and customers.
• Document system architecture, administrative processes, and escalation paths, and keep documentation current.
• Evaluate tools and integrations using structured demos and input from affected teams; assess vendor claims against requirements, recommend solutions, and hold vendors to commitments.
• Partner with Workforce Management, QA, and Support Training to support capacity planning, reporting, and team-specific technical workflows.
• Advise on Support tooling configuration and work with Support Leadership to prioritize system improvements.

Benefits

• Ten-year exercise window for stock options.
• Unlimited paid time off, with four weeks recommended per year.
• Twelve weeks of fully paid family leave in the US; expansion to employees in other countries is planned as situations arise.
• $1,200 annual learning and professional-development budget.
• One-time $2,000 home-office setup budget for furniture, monitors, peripherals, and ergonomic equipment.
• Company-provided laptop.
• Extended health benefits for employees and dependents, subject to availability through the Employer of Record.
• International employees receive statutory benefits and, where available, employer-paid supplemental health coverage.
• Annual company offsite, team offsites, local meetups, and virtual events.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed