Support Operations Engineer

Posted Feb 15

JOB DESCRIPTION

Finalsite is the preferred website, communications, enrollment, and marketing platform of more than 7,000 schools and school districts in 119 countries around the world. The company’s people, products and services transform how schools connect and engage with their community, recruit students and staff, and fundraise; while managing the complex requirements around data privacy, accessibility, hosting and security. Finalsite products and services include award-winning website designs, a robust content management system, mass communications tools, a powerful enrollment management system, innovative inbound marketing tools, data integration, training, support and marketing consulting. Finalsite is headquartered in Glastonbury, CT, USA with employees who work remotely in nearly every state in the U.S. as well as Europe, South America, and Asia. For more information, please visit www.finalsite.com.
VISION

Finalsite will transform the way school communities engage with their schools.

SUMMARY OF THE ROLE

We are seeking a Support Operations Engineer to join our team. In this role, you will work closely with leadership and cross-functional groups to ensure the Support teams’ tools and processes enable us to deliver the highest level of customer support possible. The ideal candidate will be able to work independently to identify areas for improvement and implement new workflows to enable our team to scale and enhance support readiness and the client experience.

LOCATION

100% Remote - Anywhere within the US

RESPONSIBILITIES
  • Manage and administer Zendesk, including configuring and customizing workflows, automations, and integrations to optimize the customer support experience across Email, Portal, Chat, Voice, and Self-Service channels
  • Work across teams to establish and maintain processes for support readiness to quickly respond to critical incidents
  • Assist management with the response and resolution of high-impact incidents
  • Assist with the management and administration of other tools in Finalsite’s support stack, including but not limited to Twilio, Zapier, Salesforce, Pendo, and Slack
  • Build and maintain new Support AI workflows and tools to supplement support teams and aid in clients
  • Develop custom tooling to support our team’s operations and workflows
  • Lead projects across multiple teams for data and process migration supporting corporate mergers and acquisitions
  • Build and maintain integrations between Zendesk and other platforms, such as CRM systems or business intelligence tools.
  • Troubleshoot and resolve issues related to the support operations systems, business rules, SLAs, and tools
  • Monitor and analyze data using business intelligence platforms to identify areas for improvement and provide data-driven insights to leadership
QUALIFICATIONS AND SKILLS
  • Zendesk Administrator Experience (required) must have or be able to obtain certification within first 6 months
  • Strong communication skills, especially in technical documentation
  • Experience building custom applications or tooling with web APIs
  • Experience with leading/managing projects across cross-functional teams
  • Ability to quickly learn and achieve mastery of complex systems
  • Experience working with large data sets in Excel or Google Sheets
  • Plus: Experience with Slack, Salesforce, Pendo, Jira, Statuspage.io, Zapier, PagerDuty, and Twilio

Link to All Staff Competencies and Mental and Physical Requirements

RESIDENCY REQUIREMENT

Finalsite offers 100% fully remote employment opportunities, however, these opportunities are limited to permanent residents of the United States. Current residency, as well as continued residency, within the United States is required to obtain (and retain) employment with Finalsite.

DISCLOSURES

Finalsite is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. EEO is the Law. If you have a disability or special need that requires accommodation, please contact Finalsite's People Operations Team. Finalsite is committed to the full inclusion of all qualified individuals. As part of this commitment, Finalsite will ensure that persons with disabilities or special needs are provided a reasonable accommodation. Ensure your Finalsite job offer is legitimate and don't fall victim to fraud. Ask your recruiter for a phone call or other type of verbal communication and ensure all email correspondence is from a finalsite.com email address. For added security, where possible, apply through our company website at finalsite.com/jobs.