Support Systems Engineer
Rippling is the first way for businesses to manage their HR & IT — from payroll and benefits, to employee computers and apps — all in one, modern system.
In just 90-seconds, a company can set up (or disable) an employee’s payroll, health insurance, work computer, and third-party apps, like Gmail, Microsoft Office, and Slack. It’s the only platform that truly unifies every employee system, and automates all of the administrative work.
Rippling is headquartered in San Francisco and has raised over $200M from top-tier investors, including Founders Fund, Greenoaks Capital, Coatue Management, Kleiner Perkins, and YCombinator.
About The Role
We are building a world-class Support team - committed to helping customers realize the full potential of Rippling. Team members focus on getting our customers back on course when challenges arise and contribute in internal discussions around product enhancements.
We are looking for a multi-hatted systems engineer to own all the day-to-day system configuration and tooling, while also continuously refining processes through automation and analytics. You will be a part of a small team focused on Support Operations - with a preference for someone located in San Francisco but remote candidates will be considered as well.
Responsibilities
Maintain, manage, and monitor all aspects of support operational systems including:
Support Ticketing System
Live Chat modules
Knowledge Base Structure and Layout
Additional Support tooling
License procurement and planning
Identify process gaps and take corrective actions to prevent recurrences of similar issues and implement automation to improve operating efficiency
Troubleshoot and resolve bugs that impact internal users and customers; partner with vendors to resolve issues that cannot be resolved internally
Design analytics dashboards and report on metrics / KPIs about support volume and trends regularly with a cross-functional audience
Work with other departments to ensure functionality of cross dependent tools, provide awareness of new and ongoing issues, as well as quality improvement initiatives
Drive overall support readiness for new products and features with the CX Leadership team
Qualifications
Bachelor’s degree in a related field such as information technology, management information systems, computer science, or relevant experience.
Technical expert in customer service software - Zendesk and Salesforce Service Cloud - with prior experience in managing chat, email, phone infrastructure, and Help Centers
Experience extracting and communicating insights from data to drive improvement initiatives and to build rapport with coworkers.
Experience managing end-to-end projects, escalating where needed and being solutions focused
Programming experience in
Python with a working knowledge of software development best practices, including shared repository management using Git or an equivalent version-control tool
SQL to import and sync data from the warehouse into the customer service software
HTML to configure web forms
APIs to bulk import tickets / end user data and improve / maintain our machine learning model
Ability to identify dependencies across multiple systems and workflows across an organization
#LI-remote
Even if you don’t meet all of the requirements listed here, we still encourage you to apply. Skills can be used in lots of different ways and your life and professional experience may be relevant beyond what a list of requirements will capture.
Rippling is an equal opportunity employer.