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Senior of Support Systems Administrator
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Senior of Support Systems Administrator
- San Francisco, California, United States
- San Francisco, California, United States
Über
MaintainX’s support stack serves 13,000+ enterprise customers across some of the world’s largest industrial operations. As Senior Support Systems Administrator, you’re the technical owner of that infrastructure — not just keeping it running, but making it more resilient, more automated, and more trusted as we scale
You’ll act as the technical lead for our Zendesk ecosystem and integrated tooling (n8n, Zapier, Intercom), bridging Support, Engineering, and Product. Your primary focus is scalability, system resilience, and data integrity — not just day‑to‑day config
Own the Zendesk ecosystem — routing logic, triggers, SLAs, and Contextual Workspaces — so every ticket reaches the right agent without manual intervention
Build and maintain reliable integrations across Zendesk Suite, ZIS, Intercom, n8n, and Zapier; own the middleware layer that connects our support stack
Define and execute QA for all system changes: test plans, UAT, staging environments, and regression testing before anything reaches production
Design and maintain disaster recovery for the support infrastructure — organized backups, recovery runbooks, and incident lead when things break
Own technical documentation: a version‑controlled source of truth for all workflows, API dependencies, and system changes — accurate enough for engineers, clear enough for agents
Build dashboards that reflect reality, standardize metric definitions, and give leadership trusted visibility into support performance
Benefits
Flexible time off
Training and development investments
Competitive salary and equity opportunities
Comprehensive healthcare coverage
Qualifications
Proven QA discipline: test case creation, staging environments, regression testing, and UAT execution.
Track record of writing documentation that engineers trust and support agents can follow.
Technical fluency in JSON and JavaScript; hands‑on experience with n8n or Zapier for middleware automation.
Deep Zendesk expertise — triggers, automations, Liquid Markup, API usage, and Contextual Workspaces.
5+ years in Support Operations, Systems Analysis, or a technical ops role at a SaaS company.
Experience with backup strategies and disaster recovery planning for SaaS tooling.
Previous hands‑on or frontline customer support experience.
SQL or advanced data visualization experience (Looker, Tableau).
Experience with React or Tailwind CSS for Help Center customization.
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Sprachkenntnisse
- English
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