Systems Administrator

Summary

Join Brightwheel, a leading early education technology company, as a Systems Administrator. You will manage and optimize our customer support ticketing systems, including platforms like Intercom and Zendesk. Responsibilities include maintaining system functionality, integrating tools, automating workflows, and leveraging AI-driven solutions. You will need 2+ years of experience administering customer support ticketing systems and experience implementing AI-driven solutions. Brightwheel offers a competitive compensation package, including base salary, equity, premium medical, dental, and vision benefits, generous paid parental leave, flexible PTO, a wellness stipend, and a Learning & Development stipend. We are a fully remote team with employees across every time zone in the US.

Requirements

• 2+ years of experience administering customer support ticketing systems (Intercom, Zendesk, Freshdesk, Salesforce Service Cloud, or similar)
• Experience implementing AI-driven solutions (chatbots, automated ticket triage, sentiment analysis)
• Proficiency in system configurations, API integrations, and automation tools
• Ability to analyze support team performance and optimize workflows using AI insights and reporting tools
• Strong troubleshooting skills to diagnose and resolve system issues efficiently
• Ability to train and support teams on best practices and new technologies

Responsibilities

• Manage and maintain customer support ticketing platforms, including user setup, permissions, and configurations
• Leverage AI-powered tools (such as chatbots, sentiment analysis, and predictive analytics) to enhance automation and improve customer support workflows
• Design and implement macros, triggers, and automation rules to streamline support processes
• Connect the ticketing system with CRMs, help desks, communication tools (e.g., Slack, Jira, Salesforce)
• Track system performance, troubleshoot technical issues, and ensure optimal uptime and functionality
• Generate reports and dashboards to track support efficiency, customer satisfaction, and AI-driven insights
• Ensure compliance with data privacy regulations (GDPR, CCPA) and manage system security settings

Benefits

• Premium medical, dental, and vision benefits
• Generous paid parental leave
• A flexible paid time off policy
• A monthly wellness and productivity stipend
• A Learning & Development stipend