Support Operations Engineer

Accountabilities: Lead the implementation of new support systems, tools, and workflows, from initial planning and pilot programs through full rollout, including configuration, data migration, and integrations. Design and optimize routing logic, service-level agreements (SLAs), escalation paths, queue management, and reporting structures that can scale with business growth. Develop and manage change management plans to support successful adoption, including clear communication, practical training, and structured feedback from frontline teams and Support leaders. Own the ongoing administration and optimization of Support systems, including configurations, automations, workflow improvements, and governance, partnering with internal IT on access management. Maintain clear and up-to-date documentation covering system architecture, administrative processes, and escalation procedures. Assess new tools and integrations as operational needs evolve, using structured evaluations and stakeholder feedback to recommend suitable solutions and ensure vendors deliver on their commitments. Collaborate with Workforce Management, Quality Assurance, Support Training, Engineering, and Support Leadership to ensure systems meet operational, reporting, and technical requirements. Act as the primary point of contact for Support tooling, advising on configuration decisions and helping prioritize improvements that reduce friction for employees and customers. Requirements: Hands-on experience implementing or administering a customer support ticketing platform such as Zendesk, Salesforce Service Cloud, Intercom, Plain, Pylon, or a comparable solution. Proven ownership of a support system migration or implementation, from requirements gathering and scoping through go-live and ongoing optimization. Ability to make sound decisions when requirements are ambiguous, manage competing priorities, and maintain project momentum independently. Experience evaluating vendors, developing structured assessment criteria, challenging product demonstrations, and holding providers accountable for agreed commitments. Strong understanding of customer support operations, including ticket routing, SLAs, priority configuration, queue management, escalation processes, and operational reporting. Working knowledge of APIs, integrations, and data migration, with the ability to collaborate effectively with engineers on technical requirements without necessarily writing code. Ability to identify workflow inefficiencies, anticipate scalability challenges, and make thoughtful decisions about which improvements to prioritize. Experience leading teams through system and process changes through effective communication, training, and ongoing stakeholder feedback. Strong collaboration and relationship-building skills, particularly when working with Workforce Management, Quality Assurance, Engineering, frontline Support teams, and senior leadership. Confidence communicating technical concepts to non-technical audiences and presenting recommendations and business cases to senior stakeholders. A proactive, detail-oriented approach, with a strong sense of ownership and a willingness to take responsibility for both system reliability and continuous improvement. Benefits: Compensation: CAD $100,000–$130,000 annually for candidates based in Canada. Equity opportunities, with a 10-year exercise window for stock options. Unlimited paid time off, with four weeks recommended annually. Twelve weeks of fully paid family leave for eligible employees in the United States; expansion to other countries is planned as circumstances allow. Annual learning and professional development budget of $1,200. One-time home-office setup allowance of $2,000 for furniture, monitors, peripherals, and ergonomic equipment. Company-provided laptop. Extended health coverage for employees and dependents, subject to availability through the Employer of Record. Statutory benefits and, where available, employer-paid supplemental health coverage for international employees. Opportunities to connect with colleagues through an annual company offsite, team offsites, local meetups, and virtual events.