SME, Support Systems Specialist

Scale is looking for a Support Systems & Routing Specialist to own and optimize the core infrastructure powering our contributor support operations. In this role, you will be responsible for configuring and maintaining systems like Zendesk, designing routing logic, and building scalable frameworks that ensure tickets are assigned accurately and efficiently. As our operations continue to grow, this role will play a critical part in ensuring our support systems scale seamlessly with increasing volume and complexity. You will partner closely with Support Ops, Product, Engineering, and cross-functional stakeholders to translate operational needs into robust system configurations. You will be part of a highly detail-oriented and systems-driven team, where your work directly impacts operational efficiency and contributor experience. This role is ideal for someone who thrives in building and improving systems that others rely on daily, and who enjoys solving complex operational challenges at scale. You will: - Own end-to-end Zendesk configuration, including ticket forms, fields, macros, triggers, automations, SLAs, and views - Design and maintain routing logic to ensure accurate ticket distribution across skills, queues, and teams - Build and manage the support agent skills framework (skills, tiers, certifications, queue structures) - Monitor and optimize queue health, load balancing, and ticket assignment accuracy - Configure and maintain integrations across support tools and reporting systems - Troubleshoot system issues and partner with Engineering or vendors when needed - Collaborate with Support Ops, T&S, TPMs, and Product to implement and improve workflows - Document system configurations, workflows, and best practices clearly - Provide training and guidance to stakeholders on system usage and routing logic Ideally you’d have: - Experience administering Zendesk or similar support CRM systems - Experience designing routing logic or managing skills-based systems in high-volume environments - Strong systems-thinking and analytical mindset - High attention to detail with the ability to identify risks and inconsistencies - Experience working cross-functionally with both technical and non-technical stakeholders - Ability to own and manage complex system configurations end-to-end Nice to haves: - Experience working with operational data (Google Sheets, dashboards, reporting tools) - Familiarity with SQL or data analysis for routing optimization - Basic scripting knowledge (Python or JavaScript) - Experience scaling support systems in fast-growing environments PLEASE NOTE: Our policy requires a 90-day waiting period before reconsidering candidates for the same role. This allows us to ensure a fair and thorough evaluation of all applicants. About Us: At Scale, our mission is to develop reliable AI systems for the world's most important decisions. Our products provide the high-quality data and full-stack technologies that power the world's leading models, and help enterprises and governments build, deploy, and oversee AI applications that deliver real impact. We work closely with industry leaders like Meta, Ernst & Young, Mayo Clinic, Time Inc., the Government of Qatar, and U.S. government agencies including the Army and Air Force. We are expanding our team to accelerate the development of AI applications. We believe that everyone should be able to bring their whole selves to work, which is why we are proud to be an inclusive and equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability status, gender identity or Veteran status. We are committed to working with and providing reasonable accommodations to applicants with physical and mental disabilities. If you need assistance and/or a reasonable accommodation in the application or recruiting process due to a disability, please contact us at [email protected]. Please see the United States Department of Labor's Know Your Rights poster for additional information. We comply with the United States Department of Labor's Pay Transparency provision. PLEASE NOTE: We collect, retain and use personal data for our professional business purposes, including notifying you of job opportunities that may be of interest and sharing with our affiliates. We limit the personal data we collect to that which we believe is appropriate and necessary to manage applicants’ needs, provide our services, and comply with applicable laws. Any information we collect in connection with your application will be treated in accordance with our internal policies and programs designed to protect personal data. Please see our privacy policy for additional information.

Own end-to-end Zendesk configuration, including ticket forms, fields, macros, triggers, automations, SLAs, and views. Design and maintain routing logic to ensure accurate ticket distribution across skills, queues, and teams. Build and manage the support agent skills framework (skills, tiers, certifications, queue structures). Monitor and optimize queue health, load balancing, and ticket assignment accuracy. Configure and maintain integrations across support tools and reporting systems. Troubleshoot system issues and partner with Engineering or vendors when needed. Collaborate with Support Ops, T&S, TPMs, and Product to implement and improve workflows. Document system configurations, workflows, and best practices clearly. Provide training and guidance to stakeholders on system usage and routing logic.