Customer Support Systems Administrator
To see similar active jobs please follow this link: Remote System Administration jobs
“What good is an idea if it remains an idea? Try. Experiment. Iterate. Fail. Try again.” - Simon Sinek
We’re looking for a skilled System Administrator to join our Customer Support Operations & Strategy team. In this role, you’ll be the backbone of our support infrastructure - ensuring that our systems are secure, reliable, and always optimized for performance. If you’re excited about building creative solutions and making a tangible impact on customer & agent experience, we’d love to hear from you!
What You’ll Do:
Zendesk Administration
Manage our Zendesk implementation - both intraday maintenance and supporting Zendesk through strategic business growth
Develop and maintain an internal comprehensive knowledge base for our Zendesk configuration & procedures
Generate, analyze, and report on Zendesk metrics to guide improvements in customer service strategies
Regularly audit for gaps & efficiencies, lead projects to improve or expand our setup based on findings
Tools & Technology
Help oversee the configuration, maintenance, performance, and optimization of the general CS tech stack (e.g. WFM & QA tooling, apps, company tools - Notion, Guru, Slack, Okta etc.)
Implement, monitor, and maintain system security protocols to protect sensitive data
Manage the prioritization and delivery within sprint cycles; updating tasks, tracking progress, and ensuring timely completion of tasks
Collaboration & Support:
Work closely with the Customer Support and Risk team to understand their needs and proactively resolve technical challenges
Serve as the go-to technical expert, providing guidance and training both in partnership with L&D and through direct engagements
Primary partner to engineering teams; ensuring Zendesk is continuously improving internal
Collaborate with business teams on process improvements, change control, and project status updates
Continuous Improvement:
Stay current with industry trends and best practices, bringing a voice and point of view to our strategic programs
Lead initiatives that simplify and improve the experience for customers, agents, and the business
What You Bring
Technical Expertise:
3-5 years of hands-on Zendesk Administrator experience; demonstration of strong knowledge of the Zendesk platform
Knowledge of system security, monitoring tools, and cloud infrastructure (AWS, Azure, or similar)
Experience integrating Zendesk across a company’s tech stack
Problem-Solving Skills:
Excellent troubleshooting and analytical skills; ability to quickly diagnose and resolve technical issues
Proactive approach to identifying inefficiencies and crafting solutions
Collaboration & Communication:
Strong interpersonal skills and the ability to communicate technical concepts to non-technical team members.
Experience working in cross-functional teams and supporting a customer-centric culture.
Commitment to being a creative and strategic partner in designing the customer and agent experience at Mercury
The total rewards package at Mercury includes base salary, equity (stock options), and benefits.
Our salary and equity ranges are highly competitive within the SaaS and fintech industry and are updated regularly using the most reliable compensation survey data for our industry. New hire offers are made based on a candidate’s experience, expertise, geographic location, and internal pay equity relative to peers.
Our target new hire base salary ranges for this role are the following:
US employees in New York City, Seattle, Los Angeles or San Francisco: $167,200 - $169,800
US employees outside of New York City, Seattle, Los Angeles or San Francisco: $150,500 - $152,800
Canadian employees (any location): CAD 152,200 - 160,500
We use Covey as part of our hiring and / or promotional process for jobs in NYC and certain features may qualify it as an AEDT. As part of the evaluation process we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound on January 22, 2024. Please see the independent bias audit report covering our use of Covey here.
#LI-JT1
About the job
Customer Support Systems Administrator
To see similar active jobs please follow this link: Remote System Administration jobs
“What good is an idea if it remains an idea? Try. Experiment. Iterate. Fail. Try again.” - Simon Sinek
We’re looking for a skilled System Administrator to join our Customer Support Operations & Strategy team. In this role, you’ll be the backbone of our support infrastructure - ensuring that our systems are secure, reliable, and always optimized for performance. If you’re excited about building creative solutions and making a tangible impact on customer & agent experience, we’d love to hear from you!
What You’ll Do:
Zendesk Administration
Manage our Zendesk implementation - both intraday maintenance and supporting Zendesk through strategic business growth
Develop and maintain an internal comprehensive knowledge base for our Zendesk configuration & procedures
Generate, analyze, and report on Zendesk metrics to guide improvements in customer service strategies
Regularly audit for gaps & efficiencies, lead projects to improve or expand our setup based on findings
Tools & Technology
Help oversee the configuration, maintenance, performance, and optimization of the general CS tech stack (e.g. WFM & QA tooling, apps, company tools - Notion, Guru, Slack, Okta etc.)
Implement, monitor, and maintain system security protocols to protect sensitive data
Manage the prioritization and delivery within sprint cycles; updating tasks, tracking progress, and ensuring timely completion of tasks
Collaboration & Support:
Work closely with the Customer Support and Risk team to understand their needs and proactively resolve technical challenges
Serve as the go-to technical expert, providing guidance and training both in partnership with L&D and through direct engagements
Primary partner to engineering teams; ensuring Zendesk is continuously improving internal
Collaborate with business teams on process improvements, change control, and project status updates
Continuous Improvement:
Stay current with industry trends and best practices, bringing a voice and point of view to our strategic programs
Lead initiatives that simplify and improve the experience for customers, agents, and the business
What You Bring
Technical Expertise:
3-5 years of hands-on Zendesk Administrator experience; demonstration of strong knowledge of the Zendesk platform
Knowledge of system security, monitoring tools, and cloud infrastructure (AWS, Azure, or similar)
Experience integrating Zendesk across a company’s tech stack
Problem-Solving Skills:
Excellent troubleshooting and analytical skills; ability to quickly diagnose and resolve technical issues
Proactive approach to identifying inefficiencies and crafting solutions
Collaboration & Communication:
Strong interpersonal skills and the ability to communicate technical concepts to non-technical team members.
Experience working in cross-functional teams and supporting a customer-centric culture.
Commitment to being a creative and strategic partner in designing the customer and agent experience at Mercury
The total rewards package at Mercury includes base salary, equity (stock options), and benefits.
Our salary and equity ranges are highly competitive within the SaaS and fintech industry and are updated regularly using the most reliable compensation survey data for our industry. New hire offers are made based on a candidate’s experience, expertise, geographic location, and internal pay equity relative to peers.
Our target new hire base salary ranges for this role are the following:
US employees in New York City, Seattle, Los Angeles or San Francisco: $167,200 - $169,800
US employees outside of New York City, Seattle, Los Angeles or San Francisco: $150,500 - $152,800
Canadian employees (any location): CAD 152,200 - 160,500
We use Covey as part of our hiring and / or promotional process for jobs in NYC and certain features may qualify it as an AEDT. As part of the evaluation process we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound on January 22, 2024. Please see the independent bias audit report covering our use of Covey here.
#LI-JT1