[All remote jobs](https://jobicy.com/jobs.md)[![Ashby logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/08/63864ee6-221.png)](https://jobicy.com/company/ashby.md)[Ashby](https://jobicy.com/company/ashby.md) # Support Operations Engineer – NAMER AI Summary Ashby is hiring a Support Operations Engineer to own the implementation, administration, and continuous improvement of its support technology stack. The role centers on configuring ticketing platforms, automations, routing, SLAs, integrations, data migrations, reporting, and governance. This person will lead system rollouts and change management while partnering closely with Support leadership, IT, RevOps, Engineering, Workforce Management, QA, and Training. Success requires hands-on support-system administration, sound vendor evaluation, technical fluency with APIs and integrations, and the ability to make decisions amid evolving requirements. The position is remote for candidates in the United States and Canada.[Apply for this job](#job-application)[View company](https://jobicy.com/company/ashby.md)ShareRemote from[USA](https://jobicy.com/job-region/usa.md), [Canada](https://jobicy.com/job-region/canada.md)SalaryUSD 100k–130k / yrDepartment[Technical Support](https://jobicy.com/categories/technical-support.md)EmploymentFull TimeExperienceSeniorPublished7 Nov 2026Apply before7 Dec 2026Listing views26Application actions0Application toolkit ## Make your next move. Prepare your resume, explore your fit, and draft a cover letter for this opportunity. Opportunity details ## About this role. ### Hello! I’m Allie, Head of Support at [Ashby](https://jobicy.com/company/ashby.md). 👋 One of our biggest priorities is improving the systems and workflows our Support team relies on to do their best work as we grow. That’s why we’re searching for a Support Systems Engineer to become the long-term owner of our Support systems. If you love wrangling operational complexity, building durable systems, and being the person a team relies on to keep everything running well, this is the role for you. ### About this Role We’re looking for someone who wants to plant a flag in Support Operations, with the experience to independently lead a system implementation and the ambition to keep raising the bar as our Support team grows and the systems and workflows we rely on become more complex. The implementation will build on our existing systems and workflows, alongside our Support Operations Specialist, who helps teams use our tools effectively and keeps operational data reliable. From planning through rollout, you’ll work with IT, RevOps, and Engineering to connect the system to the tools and processes around it. Getting the configuration right is only part of the work. Helping the Support team adopt new workflows matters just as much. The configuration, automations, and integrations behind our Support systems will remain yours to own and improve as our needs evolve. You’ll be the person we rely on when something breaks, doesn’t scale, or needs to be rethought entirely. ### Role Responsibilities Lead System Implementations * Own implementation of new systems, tools, and workflows from planning and pilot through full rollout, including configuration, data migration, and integrations with our existing tools. * Design routing logic, SLAs, escalation paths, and reporting that can handle more complexity as we grow. * Develop and lead a change management plan that helps the team adopt new systems and workflows, with clear communication, thoughtful training, and structured feedback from frontline teams and Support leaders. Administer and Optimize Support Systems * Serve as the long-term administrator for our Support systems, owning configuration, automations, workflow improvements, and governance, with access management handled in partnership with internal IT. Keep finding ways to reduce friction for the team and our customers. * Document system architecture, admin processes, and escalation paths, and keep that documentation current. * Evaluate new tools and integrations as our needs evolve, using structured demos and input from the teams affected. Pressure-test vendor promises against our requirements, recommend solutions, and hold vendors to their commitments after the contract is signed. Partner Across Support * Partner with Workforce Management, QA, and Support Training to make sure our systems support capacity planning, reporting, and the technical workflows each team relies on. * Be the go-to person for Support tooling, advising on configuration decisions and working with Support Leadership to prioritize the systems improvements that matter most to the team. ### Role Requirements * Hands-on experience implementing or administering a support ticketing system such as Zendesk, Salesforce Service Cloud, Intercom, Plain, Pylon, or a comparable platform. You’ve configured the system yourself, not just managed the project. * Experience owning a support-system migration or implementation, from scoping through go-live and beyond. You can make judgment calls when requirements are unclear and see projects through without losing momentum. * Vendor evaluation experience with real skepticism. You know how to build an assessment framework, pressure-test a demo, and hold vendors to commitments after the contract is signed. * You understand Support workflows, including routing, SLA and priority configuration, queue management, escalation paths, and the reporting Support leaders rely on. * You understand integrations, APIs, and data migration well enough to work through technical requirements with engineers. You don’t need to write the code, but you need to understand what you’re asking for and why it matters. * You can spot workflow friction, anticipate what will break as we grow, and make thoughtful tradeoffs about what to fix now versus later. * Experience guiding teams through system or workflow changes, with clear communication, thoughtful training, and structured feedback from frontline teams and senior stakeholders. You know that a successful rollout depends on how people use the system, not just whether it works. * You can build strong working relationships with Workforce Management, QA, Engineering, and Support Leadership. You’re comfortable explaining technical decisions to frontline team members and making the business case to senior stakeholders. ### You Should Apply If: * You’ve worked directly inside a support ticketing system and personally owned a system migration or implementation. You know where these projects go sideways and how to keep them on track. * You want to own what you build, including ongoing administration, documentation, and improvement. Getting a system running reliably is satisfying, but so is finding ways to make it better as the team grows and our customers’ needs evolve. * You’ve questioned vendor promises and know how to get past a polished demo to understand what a product can actually deliver. * You move comfortably between the bigger picture and the details. You can present a vendor recommendation to leadership in the morning and dig into workflow configuration in the afternoon. * You like being the person a team turns to when something breaks or doesn’t feel right. When you spot unnecessary friction, you take ownership of fixing it rather than waiting to be asked. ### You Should Not Apply If: * You haven’t worked directly inside a support ticketing system at an admin or implementation level, or you want to manage this work from a distance. We need someone in the details, not above them. * You’re looking for an implementation project with a clear end date or lose interest once a system is running. Ongoing administration and improvement are just as important here as the launch. * You need a fully defined playbook, stable requirements, or someone else to make the decisions. This role means building the process as you go, working through unclear vendor commitments, shifting needs, and imperfect information. * You prefer to make systems decisions in isolation. This role requires close collaboration with Support Leadership, frontline team members, and cross-functional partners to understand what they need and work through tradeoffs together. ### About Ashby Ashby builds a suite of products that helps talent leaders, recruiters, and hiring managers run their hiring process significantly better. We raised a $50M Series D in July 2025 and support nearly 5,000 customers, including Shopify, Snowflake, OpenAI, Deliveroo, and Confluent. We’re growing much faster than 100% year over year, with a team of roughly 300 people across 22+ countries. Learn more at [ashbyhq.com](http://ashbyhq.com). ### About Go To Market We view our Support team as an extension of the product itself, one that ensures an optimal customer experience for customers ranging across all market segments. Here are a few points that should give you an idea of what it is like to work with us: * We spend a lot of time building best-in-class products since we believe a highly differentiated product is easier to sell. * We also spend a lot of time building a best-in-class customer experience. We aim to offer deep expertise whenever we interact with prospects and customers. * We strongly believe that small teams with very talented people and the right work environment deliver much better performance than teams with large headcount. We value a strong sense of ownership, principled thinking over experience, and thoughtful communication (we put a lot of effort into using the right communication channels) – we’ll get into these and other values during the hiring process. You can take a look at our[Leadership Principles](https://www.ashbyhq.com/blog/culture/ashbys-leadership-principles) to get a sense of what we value in People Leaders at Ashby. ### Interview process Our interview process is thorough and designed to give you enough information to assess whether Ashby is the right fit for you, while helping us evaluate technical leadership, people management, communication, judgment, and cross-functional collaboration. * Intro call with Recruiting — 30 min * Hiring Manager interview — 45 min * Take-home assessment – 5 days to complete * Sr. Leadership interview — 45 min * Virtual Onsite — 75 min Support Partnerships — 30 min * Cross-Functional Systems Management — 30 min * Closing Questions — 15 min * Founder interview — 30 min ### Benefits Benefits vary by country and are shared in more detail during the process. International employees receive statutory benefits and, where available, employer-paid supplemental health coverage. * 10-year exercise window for stock options. You shouldn’t feel pressure to purchase stock options if you leave Ashby—do it when you feel financially comfortable. * Unlimited PTO with four weeks recommended per year. Expect “Vacation?” in our one-on-one agenda until you start taking it 😅 * Twelve weeks of fully paid family leave in the US. We plan to expand this to employees in other countries as situations arise. * A $1,200 annual learning and professional-development budget. * A one-time $2,000 home-office setup budget for furniture, monitors, peripherals, and ergonomic equipment, plus a company-provided laptop. * Extended health benefits for you and your dependents (subject to availability with our Employer of Record) * Opportunities to spend time with teammates through an annual company offsite, team offsites, local meetups, and virtual events. Ashby provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities. Ashby is committed to a fair and transparent hiring process. We confirm that this advertisement is for an active, existing vacancy within our organization. Please be advised that we may use artificial intelligence-driven tools to assist our recruitment team in screening, assessing, and selecting candidates for this position. Show more [Apply now >](https://jobicy.com/jobs/159639-support-operations-engineer-namer.md) * ![Upload CV](data:image/svg+xml;base64,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) ### Upload your resume now To unlock remote work opportunities and be discovered by global employers. This job listing has been manually reviewed by the Jobicy Trust & Safety Team for compliance with our posting guidelines, including verification of the company's legitimacy, accuracy of job details, clarity of remote work policy, and absence of misleading or fraudulent content. ## Role DNA A quick view of the complexity, pace, ownership and collaboration implied by the job description. ### Job Complexity 4/5EasyHard ### Pace & Pressure 4/5RelaxedFast-paced ### Autonomy Level 5/5GuidedFull ownership ### Communication Load 5/5IndependentCollaborative AI insightРоль требует самостоятельного владения критически важными системами поддержки, включая внедрения, миграции, интеграции и устранение проблем. Неопределённые требования и необходимость согласовывать изменения с несколькими функциями повышают сложность. ## Salary analysis Estimated compensation compared with the broader US market for similar roles. Estimated job median (per year)Market rate$115,000US market range (per year)$95k–$140k0$154k AI insightРаботодатель указывает годовой базовый диапазон оплаты $100,000–$130,000 USD; медиана диапазона составляет $115,000. Оценочный рыночный диапазон для удалённого специалиста по support systems/operations в США и Канаде составляет $95,000–$140,000 USD в год. ## Core skills Skills and capabilities most closely associated with this opportunity. [Support operations](https://jobicy.com/jobs?search_keywords=Support%20operations.md)[Zendesk administration](https://jobicy.com/jobs?search_keywords=Zendesk%20administration.md)[Salesforce Service Cloud](https://jobicy.com/jobs?search_keywords=Salesforce%20Service%20Cloud.md)[Ticketing systems](https://jobicy.com/jobs?search_keywords=Ticketing%20systems.md)[System implementation](https://jobicy.com/jobs?search_keywords=System%20implementation.md)[Data migration](https://jobicy.com/jobs?search_keywords=Data%20migration.md)[Workflow automation](https://jobicy.com/jobs?search_keywords=Workflow%20automation.md)[SLA configuration](https://jobicy.com/jobs?search_keywords=SLA%20configuration.md)[Queue management](https://jobicy.com/jobs?search_keywords=Queue%20management.md)[API integrations](https://jobicy.com/jobs?search_keywords=API%20integrations.md)[Vendor evaluation](https://jobicy.com/jobs?search_keywords=Vendor%20evaluation.md)[Change management](https://jobicy.com/jobs?search_keywords=Change%20management.md)[Support reporting](https://jobicy.com/jobs?search_keywords=Support%20reporting.md)[Technical documentation](https://jobicy.com/jobs?search_keywords=Technical%20documentation.md)[Cross-functional collaboration](https://jobicy.com/jobs?search_keywords=Cross-functional%20collaboration.md) Sample interview questionsDescribe a support-system implementation or migration you owned from planning through go-live.I would explain the original business problem, stakeholder requirements, platform-selection criteria, migration plan, configuration decisions, testing, training, rollout, and post-launch metrics. I would also share a risk or adoption issue encountered and how I resolved it. How would you design scalable routing and SLA workflows for a growing Support organization? I would begin with ticket volume, customer segmentation, issue type, channel, urgency, skills, and coverage data. I would create clear routing and prioritization rules, define measurable SLA targets and escalation paths, test edge cases, and monitor backlog, reassignment, breach, and resolution trends for iteration. How do you assess whether a support-platform vendor can meet operational requirements? I use a weighted evaluation framework covering required workflows, integration capabilities, security, reporting, administration, scalability, implementation effort, support quality, and total cost. I validate claims through scenario-based demos, technical documentation, references, and proof-of-concept testing rather than relying only on vendor presentations. How would you approach an integration between a ticketing system and an internal product or CRM platform? I would define the operational use case, source-of-truth ownership, data fields, synchronization direction, authentication, error handling, rate limits, privacy requirements, and monitoring. I would partner with engineers on a technical specification, test representative workflows, document support procedures, and measure reliability after release. What would you do if frontline support staff resisted a newly implemented workflow? I would gather structured feedback to identify whether the issue is usability, training, workload, or a genuine workflow gap. I would communicate the rationale and expected benefits, address high-impact friction quickly, provide practical training and documentation, and use adoption and quality metrics to guide further improvements. Next step ## Apply now. 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