Technical Systems Administrator
About The Position
As the Technical Systems Manager, you’ll play a critical role in improving stability, cost efficiency, and customer experience across Risk, CX, and Marketplace Operations as our workflows and system complexity grow. You’ll lead high-impact systems work—from automations, to routing and case management strategies, to ticket enrichment. This is a highly technical, hands-on-role that bridges AI, Operations, and platform development to create a seamless, intelligent experience for our teams. We’re looking for a hands-on systems builder, who is equal parts AI builder, Zendesk expert, and systems integrator, who can design with vision, execute with speed, and collaborate with empathy.
Requirements
- 5+ years of experience building and operating case management platforms (Zendesk strongly preferred), including workflow architecture, automations, APIs/integrations, and reporting.
- 4+ years of operational experience supporting Risk/Fraud, Marketplace Ops, and/or Customer Support in a fast-paced environment.
- 2+ years building and shipping production AI/LLM applications embedded in operational workflows.
- Proficiency in Python or JavaScript and comfort building services, automations, and internal tools.
- Strong SQL skills with the ability to perform deep analysis and validate data quality across operational systems and data warehouses (e.g., Snowflake).
- Experience owning reliability for systems you build: monitoring/alerting, incident response, and safe change management.
- Ability to clearly articulate technical concepts across diverse audiences—from engineers to ops leaders and customer-facing teams.
- Strong collaboration and project ownership mindset, with a track record of delivering complex systems end-to-end.
Nice To Haves
- Experience with orchestration/workflow frameworks (e.g., Airflow, Dagster, or similar).
- Familiarity with marketplace operations and cross-functional tooling spanning Support, Risk, and Marketplace workflows.
Responsibilities
- Design and implement AI-enabled operational workflows that improve ticket enrichment, triage, routing, and automated decisioning.
- Integrated LLM’s into team workflows to elevate team efficiency and impact
- Own and evolve our case routing architecture, including complex workflow logic, escalations, and operational controls.
- Architect scalable, reliable integrations across Zendesk, CRM systems, and Snowflake using APIs, webhooks, and iPaaS
- Own platform health by monitoring data sync fidelity and proactively troubleshoot issues and outages.
- Establish and uphold development best practices to ensure high quality code, stable integrations, and a strong foundation for future scale
- Oversee the rollout of major feature updates across Operation platforms, ensuring proper enablement and adoption
- Build and maintain operational data pipelines and quality checks that ensure consistent, auditable data flow across platforms.
- Serve as a bridge between technical and non-technical stakeholders—translating operational requirements into simple, usable systems.
- Support broader Ops strategy through thoughtful system design, operational UX improvements, and automation-first process optimization.
Benefits
- This role will also be eligible for equity and benefits.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
