Support Platform Manager

You'll Get To...

• Direct a high-performing team of Systems Engineers and Administrators, overseeing the end-to-end management of omnichannel communication platforms and enterprise integrations.
• Institutionalize rigorous documentation standards for system architectures, integration workflows, and internal tooling to ensure continuity and technical transparency.
• Standardize departmental frameworks for task prioritization, project lifecycle documentation, and progress tracking to optimize team velocity and output.
• Institute mature practices for system configuration lifecycle management, including monitoring, traceability, versioning, and rollback protocols to ensure platform stability.
• Define and monitor platform success metrics, translating operational indicators and market trends into actionable insights that validate customer value and technological ROI.
• Collaborate closely with Product and Engineering partners to influence roadmap development and maintain the long-term integrity of support features.
• Synthesize feedback from internal and external stakeholders to engineer iterative improvements, ensuring our support solutions remain modern and competitive.

Who We're Looking For

• 5+ years of dedicated ownership and administration of enterprise business tooling, with a specialized focus on high-growth technology environments.
• 2+ years of experience leading technical teams, fostering cross-functional collaboration, and mentoring talent within systems administration disciplines.
• Deep technical fluency in contact center infrastructure, with advanced proficiency in the Zendesk ecosystem and its associated marketplace integrations.
• Proven track record of architecting integrations between contact center software, enterprise CRMs (e.g., Salesforce), and internal data warehouses to ensure a 'single source of truth.'
• Expert-level ownership of business process design, paired with a rigorous approach to diagnosing and resolving complex software performance issues.
• Demonstrated ability to navigate operational bottlenecks by deploying creative, scalable, and data-driven solutions.
• Adept at aligning with stakeholders across the organization to drive business process management (BPM) initiatives and large-scale project delivery.
• Hands-on experience leveraging APIs to extend system functionality and a successful history of bringing new technical offerings or services to market.

Benefits & Perks

• A choice between medical plans with an option for 100% covered premiums
• Health Savings Account with Squarespace funding
• Fertility and adoption benefits
• Supplemental Insurance plans
• Headspace mindfulness app subscription
• Global Employee Assistance Program
• Retirement benefits with employer match
• Flexible paid time off
• 12 weeks paid