Customer Support Systems Administrator

Summary

Join Mercury's Customer Support Operations & Strategy team as a skilled System Administrator. You will be responsible for maintaining and optimizing our support infrastructure, primarily focusing on Zendesk administration and integration with our tech stack. This role requires strong technical expertise, problem-solving skills, and excellent communication abilities. You will collaborate with various teams to ensure system security, efficiency, and continuous improvement. The position offers a competitive salary and benefits package, including equity.

Requirements

• 3-5 years of hands-on Zendesk Administrator experience; demonstration of strong knowledge of the Zendesk platform
• Knowledge of system security, monitoring tools, and cloud infrastructure (AWS, Azure, or similar)
• Experience integrating Zendesk across a company’s tech stack
• Excellent troubleshooting and analytical skills; ability to quickly diagnose and resolve technical issues
• Proactive approach to identifying inefficiencies and crafting solutions
• Strong interpersonal skills and the ability to communicate technical concepts to non-technical team members
• Experience working in cross-functional teams and supporting a customer-centric culture
• Commitment to being a creative and strategic partner in designing the customer and agent experience at Mercury

Responsibilities

• Manage our Zendesk implementation - both intraday maintenance and supporting Zendesk through strategic business growth
• Develop and maintain an internal comprehensive knowledge base for our Zendesk configuration & procedures
• Generate, analyze, and report on Zendesk metrics to guide improvements in customer service strategies
• Regularly audit for gaps & efficiencies, lead projects to improve or expand our setup based on findings
• Help oversee the configuration, maintenance, performance, and optimization of the general CS tech stack (e.g. WFM & QA tooling, apps, company tools - Notion, Guru, Slack, Okta etc.)
• Implement, monitor, and maintain system security protocols to protect sensitive data
• Manage the prioritization and delivery within sprint cycles; updating tasks, tracking progress, and ensuring timely completion of tasks
• Work closely with the Customer Support and Risk team to understand their needs and proactively resolve technical challenges
• Serve as the go-to technical expert, providing guidance and training both in partnership with L&D and through direct engagements
• Primary partner to engineering teams; ensuring Zendesk is continuously improving internal
• Collaborate with business teams on process improvements, change control, and project status updates
• Stay current with industry trends and best practices, bringing a voice and point of view to our strategic programs
• Lead initiatives that simplify and improve the experience for customers, agents, and the business

Benefits

• Base salary
• Equity (stock options)
• Benefits