# Senior Customer Support Systems Administrator **Company**: Mercury **Location**: San Francisco, CA **Work arrangement**: remote **Experience**: senior **Job type**: full-time **Category**: IT **Industry**: Finance **Apply**: https://job-boards.greenhouse.io/mercury/jobs/6190742004?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply **Canonical**: https://yubhub.co/jobs/job_9a23b297-c8b ## Description 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. As Mercury's Zendesk ecosystem and CS tech stack continue to grow in scope and complexity - and as we move toward a bank charter - this role is increasingly central to how we scale, automate, and govern our systems. ### Responsibilities #### Zendesk Administration - Manage our Zendesk implementation - both intraday maintenance and supporting Zendesk through strategic business growth - Work alongside our existing team of Systems Admins to ensure our Zendesk ecosystem remains cohesive, consistent, and well-coordinated as our footprint grows - 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 #### Systems & Automation Strategy - Stay closely in the loop on new features and releases from Zendesk and other CS tools, and evaluate new apps or integrations that could create efficiency across customer-facing teams - Proactively identify opportunities to automate workflows and processes, with a particular focus on leveraging AI solutions to make agents more efficient, help us serve customers faster, and reduce tedious backend work - Surface cost-saving or time-saving opportunities for backend processes, including working with Mercury's broader IT team to develop a stronger integration between CS tools and Okta #### Compliance & Regulatory Risk - As Mercury approaches its bank charter, create, formalize, and document Admin processes and controls within Zendesk to help ensure compliance with relevant regulations - Partner with Risk and Compliance stakeholders to identify and minimize regulatory risk within our Zendesk configuration and permissions structure #### Collaboration & Support - Take part in "firefighting" duties, fielding and resolving ad hoc Zendesk support requests from users across all customer-facing teams - not just CS, but teams like Risk, Disputes, and Partnerships as well - 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 internally - 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 ### Requirements #### 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 - Familiarity with AI-driven CS tools (e.g. AI chatbots/agents) and an interest in identifying automation opportunities within a support 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 Ideal Candidate Will Also Have: - Experience operating in a regulated environment (e.g. banking, fintech, or another regulated industry), including documenting processes and controls for compliance purposes - Experience working with AI chatbot or conversational automation platforms - Familiarity with other CS tools such as Fin, Guru, or Rippit ## Skills ### Required - Zendesk Administration - System Security - Cloud Infrastructure - AI-driven CS tools - Troubleshooting - Analytical Skills - Communication ### Nice to have - Experience operating in a regulated environment - AI chatbot or conversational automation platforms - Familiarity with other CS tools --- Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/mercury/jobs/6190742004?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)