Senior Support Systems Engineer, Zendesk

| Greater Denver Area | Hybrid
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Checkr’s mission is to build a fairer future by improving understanding of the past. We believe all candidates, regardless of who they are, should have a fair chance to work. Established in 2014 and valued at $2.2B, Checkr is using technology to bring hiring to the next level. Our People Trust Platform uses artificial intelligence and machine learning to help thousands of companies modernize their background check process and make hiring safer, more efficient, and more inclusive. Some of our customers include, Uber, Instacart, Doordash, Netflix, Compass Group, and Adecco.

A career with Checkr is an opportunity to work with some of the best and brightest minds, disrupt an industry for a better future, and give otherwise overlooked candidates access to employment. Checkr has been recognized in Forbes Best Startup Employers and is a top Y Combinator company by valuation.

Checkr is looking for an experienced Support Systems Engineer to manage our customer experience software applications and support the team members who use them. You will also contribute to protecting Checkr and the people who trust us with their information and safety.  

In this role, you’ll focus on managing our support systems (Zendesk, Talkdesk, MaestroQA) for Corporate Engineering, which includes both enterprise and business tools. You’ll lead maintaining our support systems, build documentation, provide internal support, and assist in cross-functional projects which require system changes. This role will work closely with stakeholders in our Operations, Customer Success, Finance, Legal, Engineering, and Corporate Engineering teams. You will strive to keep our systems operational by balancing business needs and system sustainability while understanding the importance of building system configurations designed for scale. Deep Zendesk experience and a Zendesk admin certification is a must for this role. This work directly impacts our mission in creating a fairer future - come help us change the world!

What a typical week may look like at Checkr:

  • Provide responses to administrative requests such as onboarding and off-boarding users, troubleshooting, system changes, and addressing system issues
  • Documenting standards, guidelines, and standard operating procedures for admins and end-users as well as providing education and guidance to team members
  • Proactive planning and execution on projects for changes in system configurations, improving the candidate/customer experience, or to increase agent productivity
  • Auditing system permissions and settings, monitoring Zendesk workflows and ticket volumes, and managing 3rd party add-ons

What we value in a Systems Engineer for support systems:

  • 2+ years of experience administering, troubleshooting, documenting, and maintaining cloud-based systems
  • A least one year of experience administering Zendesk, preferably with high ticket volumes and system complexity
  • Exposure to a customer support environment. You’ve either worked in a support role or have supported customer experience teams as a software admin
  • Technical grit - you’re not a programmer, but you are fascinated by the ins and outs of technology and internal business tools
  • Have a self-directed approach with a high degree of initiative to investigate and resolve issues
  • Extreme attention to details and highly organized
  • Zendesk administrator certified

Brownie Points:

  • Experience with administering Talkdesk, MaestroQA, and/or other customer experience related tools, such as workforce management solutions.
  • Worked in a fast-paced startup environment
  • Experience building/configuring systems for scale
  • Have worked with/are familiar with using the Zendesk API

What you get:

  • A fast-paced and collaborative environment where we leverage the latest technology
  • Hands-on coaching and professional development
  • Competitive compensation and opportunity for advancement
  • 100% medical, dental and vision coverage
  • Flexible PTO policy
  • Gym membership and transportation reimbursements
  • Catered meals and snacks

Equal Employment Opportunities at Checkr

Checkr is committed to hiring talented and qualified individuals with diverse backgrounds for all of its tech, non-tech, and leadership roles. Checkr believes that the gathering and celebration of unique backgrounds, qualities, and cultures enriches the workplace.   

Checkr also welcomes the opportunity to consider qualified applicants with prior arrest or conviction records. Checkr’s commitment to diversity extends to hiring talented individuals in spite of a prior criminal history in accordance with local, state, and/or federal laws, including the San Francisco’s Fair Chance Ordinance.

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