Support Systems Engineer

Ashby

. Own implementation of new systems, tools, and workflows from planning and pilot through full rollout .

Posted 11/5/2026full-timeRemote • United States, CanadaMid-LevelSenior💰 $100,000 - $130,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in implementing and administering support ticketing systems, including vendor evaluation and data migration. Proven ability to lead change management initiatives and collaborate effectively with cross-functional teams in a B2B SaaS environment.

Highest-signal resume keywords

Support Ticketing System ImplementationVendor Evaluation ExperienceData Migration and IntegrationChange Management LeadershipSupport Workflow Configuration

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

System ConfigurationData MigrationAPI IntegrationSLA ConfigurationWorkflow Automation

Soft Skills

Relationship BuildingCommunicationTraining FacilitationFeedback Management

Tools & Technologies

ZendeskSalesforce Service CloudIntercomPlainPylon

Industry Keywords

B2B SaaSSupport WorkflowsEscalation PathsCapacity PlanningTechnical Workflows

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Own implementation of new systems, tools, and workflows from planning and pilot through full rollout
Configure systems, migrate data, and integrate existing tools
Design routing logic, SLAs, escalation paths, and reporting
Develop and lead change-management plans with communication, training, and structured feedback
Serve as long-term administrator for Support systems
Own configuration, automations, workflow improvements, and governance in partnership with IT
Document system architecture, administration processes, and escalation paths
Evaluate tools and integrations, recommend solutions, and manage vendor commitments
Partner with Workforce Management, QA, and Support Training on capacity planning, reporting, and technical workflows
Advise on Support tooling and prioritize systems improvements with Support Leadership

Requirements

What you’ll need

Hands-on experience implementing or administering a support ticketing system such as Zendesk, Salesforce Service Cloud, Intercom, Plain, Pylon, or a comparable platform
Experience owning a support-system migration or implementation from scoping through go-live and beyond
Vendor evaluation experience, including assessment frameworks, demo evaluation, 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
Experience guiding teams through system or workflow changes, including communication, training, and structured feedback
Ability to build working relationships with Workforce Management, QA, Engineering, and Support Leadership
Experience running support systems for a B2B SaaS product
Must be able to work from the United States or Canada

Benefits

Comp & perks

10-year exercise window for stock options
Unlimited PTO with four weeks recommended per year
Twelve weeks of fully paid family leave in the US
$1,200 annual learning and professional-development budget
One-time $2,000 home-office setup budget
Company-provided laptop
Extended health benefits for you and your dependents, subject to availability
Annual company offsite, team offsites, local meetups, and virtual events
International employees receive statutory benefits and, where available, employer-paid supplemental health coverage