Support Operations Engineer

This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Support Systems Engineer based in Canada. We are seeking a hands-on Support Systems Engineer to take ownership of the systems and workflows that power a growing customer support organization. In this remote role, you will lead the implementation of new support tools, oversee system configuration, and build scalable processes that improve both team efficiency and customer experience. You will manage implementations from initial planning through rollout, ensuring that integrations, automations, and data migrations work reliably. Beyond launch, you will remain responsible for ongoing administration, optimization, and governance. Working closely with Support leadership and cross-functional partners, you will help teams adopt new workflows and make informed decisions about the tools they rely on. This is an opportunity to combine technical problem-solving, operational ownership, and change leadership in an evolving environment. Accountabilities - Lead the implementation of new support systems, tools, and workflows, from initial planning and pilot programs through full rollout, including configuration, data migration, and integrations. - Design and optimize routing logic, service-level agreements (SLAs), escalation paths, queue management, and reporting structures that can scale with business growth. - Develop and manage change management plans to support successful adoption, including clear communication, practical training, and structured feedback from frontline teams and Support leaders. - Own the ongoing administration and optimization of Support systems, including configurations, automations, workflow improvements, and governance, partnering with internal IT on access management.

- Maintain clear and up-to-date documentation covering system architecture, administrative processes, and escalation procedures. - Assess new tools and integrations as operational needs evolve, using structured evaluations and stakeholder feedback to recommend suitable solutions and ensure vendors deliver on their commitments. - Collaborate with Workforce Management, Quality Assurance, Support Training, Engineering, and Support Leadership to ensure systems meet operational, reporting, and technical requirements. - Act as the primary point of contact for Support tooling, advising on configuration decisions and helping prioritize improvements that reduce friction for employees and customers. Requirements: - Hands-on experience implementing or administering a customer support ticketing platform such as Zendesk, Salesforce Service Cloud, Intercom, Plain, Pylon, or a comparable solution. - Proven ownership of a support system migration or implementation, from requirements gathering and scoping through go-live and ongoing optimization. - Ability to make sound decisions when requirements are ambiguous, manage competing priorities, and maintain project momentum independently. - Experience evaluating vendors, developing structured assessment criteria, challenging product demonstrations, and holding providers accountable for agreed commitments. - Strong understanding of customer support operations, including ticket routing, SLAs, priority configuration, queue management, escalation processes, and operational reporting. - Working knowledge of APIs, integrations, and data migration, with the ability to collaborate effectively with engineers on technical requirements without necessarily writing code. - Ability to identify workflow inefficiencies, anticipate scalability challenges, and make thoughtful decisions about which improvements to prioritize. - Experience leading teams through system and process changes through effective communication, training, and ongoing stakeholder feedback.