- Remote, United States
- Remote
- Full-time
- $118K–$145K per year
Compensation
The annual compensation range for this role is listed below. Annual Salary: $118,000 - $145,000 USD
Responsibilities
- Own day-to-day operations for core support systems, including ticketing workflows, routing, queues, labels, taxonomy, escalations, and related tooling; triage urgent operational issues as they arise, especially when system behavior, workforce distribution, queue health, or SLA risk looks off
- Manage intake, prioritization, and follow-through for systems requests from support managers, TSEs, operations leads, engineering, product, and other internal teams
- Help maintain the team's roadmap by distinguishing one-off fixes from broader system improvements, surfacing recurring pain points, and pushing back on low-leverage work
- Drive smaller technical and operational programs end-to-end, being responsible for discovery, scoping and execution, rollout, documentation and success metrics
- Partner with engineering, data, IT, and support leaders to debug issues, validate changes, improve monitoring, and prevent repeat failures
Requirements
- Nice to have: triage
- Nice to have: prioritization
- Nice to have: own work end to end
- Nice to have: communicate tradeoffs
- Nice to have: launch safely