Support Systems & Routing Specialist (AI)

TL;DR

Support Systems & Routing Specialist (AI): Optimizing core infrastructure for contributor support operations with an accent on Zendesk configuration and routing logic. Focus on building scalable frameworks for ticket assignment and improving operational efficiency for high-volume AI data systems.

Location: United States (Based on US Department of Labor compliance)

Company

hirify.global develops reliable AI systems for the world's most important decisions, providing high-quality data and full-stack technologies for enterprises and governments.

What you will do

• Own end-to-end Zendesk configuration, including ticket forms, macros, triggers, automations, and SLAs.
• Design and maintain routing logic to ensure accurate ticket distribution across skills, queues, and teams.
• Build and manage the support agent skills framework, including tiers and certifications.
• Monitor and optimize queue health, load balancing, and ticket assignment accuracy.
• Configure and maintain integrations across support tools and reporting systems.
• Collaborate with Support Ops, Product, and Engineering to implement and improve workflows.

Requirements

• Experience administering Zendesk or similar support CRM systems.
• Experience designing routing logic or managing skills-based systems in high-volume environments.
• Strong systems-thinking and analytical mindset with high attention to detail.
• Ability to own and manage complex system configurations end-to-end.
• Experience working cross-functionally with both technical and non-technical stakeholders.

Nice to have

• Experience working with operational data, dashboards, and reporting tools.
• Familiarity with SQL for routing optimization.
• Basic scripting knowledge in Python or JavaScript.
• Experience scaling support systems in fast-growing environments.

Culture & Benefits

• Inclusive and equal opportunity workplace.
• Commitment to diversity regardless of race, religion, gender identity, or veteran status.
• Provision of reasonable accommodations for applicants with physical and mental disabilities.