Senior Support Systems Administrator

TL;DR

Senior Support Systems Administrator (SaaS/Support Ops): Managing and scaling the enterprise support infrastructure with an accent on Zendesk ecosystem architecture, middleware automation, and system resilience. Focus on designing robust QA processes, disaster recovery strategies, and maintaining high-integrity data workflows to support global industrial operations.

Location: Must be based in or able to work from the Miami hub (Hybrid)

Company

hirify.global is a leading AI-powered maintenance and asset management platform serving 13,000+ enterprise customers in the industrial sector.

What you will do

• Own the Zendesk ecosystem, including routing logic, triggers, and SLAs to ensure efficient ticket management.
• Build and maintain middleware integrations across Zendesk, Intercom, n8n, and Zapier.
• Define and execute QA processes, including test plans, UAT, and regression testing for all system changes.
• Design and maintain disaster recovery plans, including backups and recovery runbooks.
• Create and maintain version-controlled technical documentation for workflows and API dependencies.
• Build performance dashboards to provide leadership with visibility into support metrics.

Requirements

• 5+ years of experience in Support Operations, Systems Analysis, or technical ops at a SaaS company.
• Deep expertise in Zendesk, including triggers, automations, Liquid Markup, and API usage.
• Technical fluency in JSON and JavaScript with hands-on experience in n8n or Zapier.
• Proven track record in QA discipline, including staging environments and regression testing.
• Experience with backup strategies and disaster recovery planning for SaaS tooling.
• Ability to write clear, version-controlled technical documentation for both engineers and agents.

Nice to have

• Experience with React or Tailwind CSS for Help Center customization.
• SQL or advanced data visualization skills (Looker, Tableau).
• Previous frontline customer support experience.

Culture & Benefits

• Competitive base salary and variable compensation.
• Meaningful equity in a high-growth, $2.5B valuation company.
• Comprehensive health, dental, and vision coverage from day one.
• Unlimited PTO policy.
• $500 home office stipend and $1,000 annual learning and development budget.
• Flexible hybrid work environment based in Miami.