RemoteLeaf Logo
Log in Sign up

Senior Customer Support Systems Administrator

4 hours, 55 minutes ago
United States, Canada
Full-time
Mid Level
Business Analyst
Customer and Technical Support
AWS Azure Notion
Apply Now
Mercury

Mercury

Mercury provides online business banking solutions tailored for startups and small businesses, offering streamlined financial workflows and quick application processes to enhance operational efficiency.

Banks
251-1K
Founded 2017
$152M raised
View All Jobs 16

Description

  • Manage and maintain Mercury’s Zendesk implementation as the business grows.
  • Document Zendesk configurations, procedures, controls, and internal knowledge resources.
  • Generate and analyze Zendesk metrics to guide customer service improvements.
  • Audit systems for gaps and efficiencies, then lead improvement and expansion projects.
  • Oversee configuration, maintenance, performance, security, and optimization of the customer support technology stack.
  • Prioritize and track work within sprint cycles, ensuring timely delivery.
  • Evaluate new tools, integrations, and AI-based automation opportunities.
  • Partner with IT, Engineering, Risk, and Compliance to improve integrations and reduce regulatory risk.
  • Provide technical support, troubleshooting, training, and guidance to customer-facing teams.
  • Lead initiatives that improve processes and experiences for customers, agents, and the business.

Requirements

  • 3–5 years of hands-on Zendesk Administrator experience with strong platform knowledge.
  • Experience integrating Zendesk with a company’s broader technology stack.
  • Knowledge of system security, monitoring tools, and cloud infrastructure such as AWS or Azure.
  • Familiarity with AI-driven customer support tools and automation opportunities.
  • Excellent troubleshooting, analytical, and problem-solving skills.
  • Strong communication skills, including the ability to explain technical concepts to nontechnical audiences.
  • Experience working cross-functionally in a customer-centric environment.
  • Experience in a regulated industry, such as banking or fintech, including documenting compliance processes and controls (preferred).
  • Experience with AI chatbot or conversational automation platforms (preferred).
  • Familiarity with tools such as Fin, Guru, or Rippit (preferred).

Benefits

  • Base salary, equity through stock options or RSUs, and benefits.
  • US salary range of $154,200–$192,800 in New York City, Los Angeles, Seattle, and the San Francisco Bay Area.
  • US salary range of $138,800–$173,500 outside those locations.
  • Canadian salary range of $145,800–$182,200 CAD in any location.
  • Competitive compensation ranges informed by industry data, experience, location, and internal equity.

Interested in this position?

Apply directly on the company website

Apply Now

Similar Roles

Lingaro

Lead Business Analyst

Lingaro 5K-10K IT Services

Lead Business Analyst supporting a remote procurement analytics project in India, translating stakeholder needs into Power BI dashboard requirements and helping deliver the solution on schedule.

India Contract Lead Business Analyst
Azure ERP Power BI
1 day, 5 hours ago
OLIPOP

Pricing & Portfolio Strategy Manager

OLIPOP 51-250 Beverages

OLIPOP is hiring a Revenue Growth Management professional to build pricing, portfolio, Price Pack Architecture, and commercialization strategies that support profitable growth as the functional soda company scales.

Anywhere Full-time Lead Business Analyst
$110k-$130k
1 day, 5 hours ago
Viseven

Business Analyst (Talent Pool)

Viseven 251-1K Pharmaceuticals

Viseven Group is seeking a Business Analyst to translate complex Pharma and Life Sciences business challenges into technical requirements and support end-to-end software delivery in an Agile environment.

Morocco Full-time Junior Business Analyst
Agile Confluence Figma JIRA
1 day, 5 hours ago
Viseven

Business Analyst (Talent Pool)

Viseven 251-1K Pharmaceuticals

Viseven Group is seeking a Business Analyst to translate complex pharmaceutical and life sciences business challenges into technical solutions throughout the software development lifecycle.

Egypt Full-time Junior Business Analyst
Agile Confluence Figma JIRA
1 day, 5 hours ago

You're on a roll! Sign up now to keep applying.

Sign Up

Already have an account? Log in

Used by 14,729+ remote workers