Support Operations Tools Engineer

| Seattle
The Role
The Systems Administrator is responsible for the configuration and administration of all the tools used by Outreach Support teams. This role will partner with cross functional subject matter experts to configure, develop and support the main ticketing platform and associated integrations.
In this role, you will implement sustainable, scalable solutions to problems that the Customer Success organization encounters. Through this, you will promote efficiency both internally and externally, and add value to how we empower teams at Outreach. 
You will partner closely with various functions across Support and our internal partners to help us scale and streamline operations. You will own existing processes and systems supporting the end to end execution of your programs, drive improvement, and support definition of future requirements. You’ll be part of the team that’s shaping the operational strategy for Outreach.
About The Team
When the question is asked, “what kind of company are you?” our answer will always be, “we are a success company - we are here to make our customers successful.” The Customer Success team is at the core of Outreach. We focus on driving real business impact for customers, not just supporting the technical specs of our product. We're one of the largest teams at Outreach and we work to connect cross-functional stakeholders from product, marketing, and even engineering with customers. The ownership is tangible on this team - our customers' pain is our pain and their win is our win.

Your Daily Adventures Will Include

  • Manage Support Operations tools, specifically Zendesk, through: Implementation (new features, building custom apps)
  • Ongoing maintenance (system configuration, user provisioning)
  • Troubleshooting issues
  • Work with stakeholders to gather requirements to develop, deploy and maintain projects, Confluence pages, workflows, add-ons, and integrations for Zendesk
  • Drive optimization by documenting pain points and feature requests surfaced by agents across all support teams
  • Work with the Support Operations team and Support Engineers to develop new workflows and custom Zendesk apps
  • Vet third party apps that could potentially improve the support experience of our agents or users
  • Generate weekly or monthly metrics reports for all support managers and ad-hoc reports when requested by department leadership
  • Develop a strong relationship with our partners at Zendesk to ensure any problems on their platform are resolved with minimal business impact
  • Triage and take ownership of issues by managing, prioritizing and assigning them when necessary to ensure timely resolution of all issues
  • Collaborate with other departments to ensure proper functionality of cross dependent tools
  • Communicate with third-party vendors to resolve issues that cannot be resolved internally
  • Develop and enhance workflows, permission schemes, notification schemes, customized pages for company-wide use
  • Develop metrics dashboards and advanced filters to provide end users and business leaders with meaningful operational performance metrics and status reports

Basic Qualifications

  • Bachelor’s degree in a technical or analytical discipline and/or equivalent work experience
  • 3+ years of experience in operations, project management, or similar role
  • 2+ years experience as an Administrator with Ticketing system (Support, Chat, Talk) and Help Desk experience working with Customer Support teams
  • Familiarity with Python/CRM API implementation
  • Strong knowledge and experience with RESTful API
  • Experience with front-end development languages (HTML, CSS, JavaScript) 
  • Demonstrated ability to prioritize and manage multiple projects simultaneously
  • Strategic thinking and problem solving skills with experience building new processes and systems
  • Ability to communicate to a variety of audiences effectively
  • Experience working in a fast-paced environment and learn new skills to help support the team
  • Demonstrated ownership and a proven track record of owning a project’s success, proactively escalating where needed
  • Effective communication across a variety of channels in a fast growing environment
  • Ability to understand and gauge impact for complex dependencies across multiple apps and workflows across an organization

Preferred Qualifications

  • Technology or startup company experience
  • Experience in a technical field with sprint project and task management, methodologies and frameworks, and creating technical documentation
  • Experience troubleshooting online software (SaaS)
  • Experience with project management tools

Why You’ll Love It Here
• 100% medical, dental, and vision coverage for full-time employees
• Unlimited PTO (and people actually use it!)
• 401k to help you save for the future
• Company-organized and personal paid volunteer days to support the community that supports us
• Fun company and team outings because we play just as hard as we work
• Diversity and inclusion programs that promote employee resource groups like OWN (Outreach Women's Network)
• A parental leave program that includes not just extended time off but options for a paid night nurse, food delivery, gradual return to work, and the Gottman Institute's Bringing Home Baby course for new parents
• Employee referral bonuses to encourage the addition of great new people to the team
• Plus, unlimited snacks and beverages in our kitchen

Read Full Job Description

Location

Our Lower Queen Anne office is located along the beautiful Elliott Bay waterfront north of Belltown, near Myrtle Edwards Park.

What are Outreach Perks + Benefits

Culture
Volunteer in local community
Outreach organizes quarterly events for employees to volunteer together in the community. We also offer paid time off for volunteer days.
Friends outside of work
Eat lunch together
Intracompany committees
Outreach offers amazing groups such as OWN (Outreach Women's Network), Gals & Sals, and a Diversity & Inclusion committee that offer networking and development opportunities, and host fun events.
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Diversity manifesto
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
All employees receive a basic life insurance plan at the $100,000 level. Employees can elect voluntary life insurance if they would like additional coverage beyond the $100,000 level.
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Acme Co. provides employees with a flexible work schedule that includes Flexible start and end times.
Family Medical Leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Outreach offers unlimited PTO.
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Outreach offers unlimited PTO.
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Happy Hours
Parking
Pet Friendly
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
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