Staff Systems Engineer - Zendesk

From Fivetran’s founding until now, our mission has remained the same: to make access to data as simple and reliable as electricity. With Fivetran, customer data arrives in their warehouses, canonical and ready to query, with no engineering or maintenance required. We’re proud that more organizations continue to leverage our technology every day to become truly data-driven.

  About the Role   Fivetran is building data pipelines to power the modern data stack for thousands of companies. We’re looking for a Staff Systems Engineer, Customer Support Systems who will play a key role helping to drive our Customer Support technology.    As part of our Systems Engineering team, you will be responsible for managing our Customer Support Systems, anchored by Zendesk. As the very first hire for Customer Support Systems, your role will initially involve many hats. Your primary expertise should be in Zendesk, where you’ll administer and configure the platform, as well as build, enhance, or integrate new custom applications. As a Staff Systems Engineer, you should have a great sense for opportunities to optimize our processes and platform, and take a collaborative approach with the Customer Support team to suggest areas of opportunity. In this role, you will enable other Fivetranners to provide world-class customer support!   This is a full-time hybrid position based out of our Oakland office in the United States.    Technologies You’ll Use   Zendesk, SupportLogic, Salesforce, Height, and Tymeshift, are examples of systems that you’ll encounter day to day. We hope that you are a Zendesk expert, but don’t require you to know all of the others - just the curiosity to learn more! More importantly, we’re looking for someone who is willing to explore and learn new solutions and become the local expert in those, particularly with AI-based tools.   What You’ll Do  

• Support the day-to-day of our Customer Support systems, including Zendesk configuration, administration, and troubleshooting
• Continuously optimize the user experience for our Customer Support teams
• Think broadly about processes and their dependencies, and create well-designed solutions beyond the immediate opportunity
• Lead the configuration and customization of our Systems to align with business processes and requirements inline with Fivetran’s Feature Development Life Cycle
• Troubleshoot any issues that arise, establishing the root cause and implementing a fix within a timely manner
• Create and maintain detailed documentation of system processes, configuration, and technical design
• Collaborate closely with internal stakeholders to understand Support needs
• Assess our existing systems and identify opportunities for improvement and automation
• Assist in developing overall Customer Support Systems roadmap recommendations

Skills We’re Looking For  

• 5+ Years experience with Zendesk, including integrations and custom application development
• User interface customization and extension
• Experience with related capabilities, such as workforce management tooling, triage and routing automation, and knowledge base solutions
• Interest in building a fantastic Knowledge-Centered Service experience
• Eagerness to learn and stretch beyond your comfort level
• Strong communication skills, especially in writing, as we are a globally distributed team
• Ability to translate business requirements into technical solutions

Bonus Skills  

• Prior work experience in Customer Support - while this is not a user-facing customer support role, it will be helpful as you develop solutions for our Customer Support teams
• Experience with AI to enhance support capabilities - routing, triage, language model-based helpers
• Experience with Knowledge Centered Service processes and tooling
• Experience as a software engineer/systems analyst, or as a systems engineer applying software development principles to internal systems
• Experience with related systems, such as Salesforce
• Public company experience and a working understanding of system and process controls
• Proficiency in a general-purpose programming language, SQL, and general data literacy

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The pay range displayed on this job posting reflects the minimum and maximum target for new hire salaries for the target position and level. Our pay ranges are determined by role, level, and location. Our job titles may span more than one career level. Within the range, individual pay is determined by additional factors, including job-related skills, experience, relevant education or training, business need, market demands. The pay ra