Customer Support Systems Administrator

“What good is an idea if it remains an idea? Try. Experiment. Iterate. Fail. Try again.” - Simon Sinek

We’re looking for a skilled System Administrator to join our Customer Support Operations & Strategy team. In this role, you’ll be the backbone of our support infrastructure - ensuring that our systems are secure, reliable, and always optimized for performance. If you’re excited about building creative solutions and making a tangible impact on customer & agent experience, we’d love to hear from you!

What You’ll Do:

• Zendesk Administration
• 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
• Tools & Technology
• 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
• Collaboration & Support:
• 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
• Continuous Improvement:
• 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 

What You Bring

• Technical Expertise:
• 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 
• Problem-Solving Skills:
• Excellent troubleshooting and analytical skills; ability to quickly diagnose and resolve technical issues
• Proactive approach to identifying inefficiencies and crafting solutions
• Collaboration & Communication:
• 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 

The total rewards package at Mercury includes base salary, equity (stock options), and benefits.

Our salary and equity ranges are highly competitive within the SaaS and fintech industry and are updated regularly using the most reliable compensation survey data for our industry. New hire offers are made based on a candidate’s experience, expertise, geographic location, and internal pay equity relative to peers.

Our target new hire base salary ranges for this role are the following:

• US employees in New York City, Seattle, Los Angeles or San Francisco: $167,200 - $169,800
• US employees outside of New York City, Seattle, Los Angeles or San Francisco: $150,500 - $152,800
• Canadian employees (any location): CAD 152,200 - 160,500

We use Covey as part of our hiring and / or promotional process for jobs in NYC and certain features may qualify it as an AEDT. As part of the evaluation process we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound on January 22, 2024. Please see the independent bias audit report covering our use of Covey here.

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