Support Platform Senior Manager

<p>We are seeking a strategic Support Platform Senior Manager to ensure our global support infrastructure is robust, dependable, and perfectly aligned with our operational use cases. In this role, you will lead a team of Systems Administrators and Systems Engineers dedicated to maintaining the high availability and functional integrity of our communication channels and core tools. You will serve as a vital technical conduit, bridging the gap between Support Operations and our Engineering and Product teams to ensure our technology stack evolves with our business requirements.</p> <p>The ideal candidate is a hands-on leader with deep expertise in the Zendesk ecosystem and a commitment to systems reliability. You will be responsible for defining technical standards, managing vendor relationships, and collaborating with partner teams such as Data Engineering, Security, and Product to ensure our support platform is mature, efficient, and scalable.</p> <h2>You'll Get To...</h2> <ul> <li>Direct a high-performing team of Systems Engineers and Administrators, overseeing the end-to-end management of omnichannel communication platforms and enterprise integrations.</li> <li>Institutionalize rigorous documentation standards for system architectures, integration workflows, and internal tooling to ensure continuity and technical transparency.</li> <li>Standardize departmental frameworks for task prioritization, project lifecycle documentation, and progress tracking to optimize team velocity and output.</li> <li>Institute mature practices for system configuration lifecycle management, including monitoring, traceability, versioning, and rollback protocols to ensure platform stability.</li> <li>Define and monitor platform success metrics, translating operational indicators and market trends into actionable insights that validate customer value and technological ROI.</li> <li&g