3 months ago

SME, Support Systems Specialist

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 2 hours agoStatus: Live

Job Summary

Own and optimize Scale AI's core support infrastructure, configuring Zendesk and routing logic to ensure accurate, scalable ticket assignment. Collaborate with Support Ops, Product, Engineering, and cross-functional stakeholders to translate operational needs into robust system configurations. Build and maintain the support agent skills framework, monitor queue health, and document configurations. Provide training and guidance to stakeholders on system usage and routing logic.

Location: India

Workplace: Onsite

Employment Type: Full time

Job Function: Product Management

Key Responsibilities

•Own end-to-end Zendesk configuration, including ticket forms, fields, macros, triggers, automations, SLAs, and views.
•Design and maintain routing logic to ensure accurate ticket distribution across skills, queues, and teams.
•Build and manage the support agent skills framework (skills, tiers, certifications, queue structures).
•Monitor and optimize queue health, load balancing, and ticket assignment accuracy.
•Configure and maintain integrations across support tools and reporting systems.

Key Requirements

•Experience administering Zendesk or similar support CRM systems. (Ideal)
•Experience designing routing logic or managing skills-based systems in high-volume environments. (Ideal)
•Strong systems-thinking and analytical mindset.
•High attention to detail with the ability to identify risks and inconsistencies.
•Experience working cross-functionally with both technical and non-technical stakeholders.

Experience:AISaaSCustomer support

Skills:ZendeskRoutingMacrosTriggersAutomationsViewsSLAQueue management

Languages:English

Tech Stack:ZendeskRoutingAutomationsMacrosTriggersViews

Company Brief

Scale AI

Provides data labeling, annotation, and infrastructure services to accelerate machine learning and AI development. Supplies high-quality training data, tooling, and APIs for customers in autonomous vehicles, mapping, robotics, and enterprise AI applications.

Industry: AI & Machine Learning

Company Size: Enterprise (1,001+ employees)

Growth: Scaleup

Valuation: Unicorn (USD 1B+)

Funding: Series E+

Headquarters: San Francisco, United States

Founded: 2016

Website LinkedIn

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Scale AI

3 months ago

SME, Support Systems Specialist

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 2 hours agoStatus: Live

Job Summary

Location: India

Workplace: Onsite

Employment Type: Full time

Job Function: Product Management

Key Responsibilities

•Own end-to-end Zendesk configuration, including ticket forms, fields, macros, triggers, automations, SLAs, and views.
•Design and maintain routing logic to ensure accurate ticket distribution across skills, queues, and teams.
•Build and manage the support agent skills framework (skills, tiers, certifications, queue structures).
•Monitor and optimize queue health, load balancing, and ticket assignment accuracy.
•Configure and maintain integrations across support tools and reporting systems.

Key Requirements

•Experience administering Zendesk or similar support CRM systems. (Ideal)
•Experience designing routing logic or managing skills-based systems in high-volume environments. (Ideal)
•Strong systems-thinking and analytical mindset.
•High attention to detail with the ability to identify risks and inconsistencies.
•Experience working cross-functionally with both technical and non-technical stakeholders.

Experience:AISaaSCustomer support

Skills:ZendeskRoutingMacrosTriggersAutomationsViewsSLAQueue management

Languages:English

Tech Stack:ZendeskRoutingAutomationsMacrosTriggersViews

Company Brief

Scale AI

Industry: AI & Machine Learning

Company Size: Enterprise (1,001+ employees)

Growth: Scaleup

Valuation: Unicorn (USD 1B+)

Funding: Series E+

Headquarters: San Francisco, United States

Founded: 2016

Website LinkedIn