Support Systems Engineer

Job Posted: November 19, 2024

Location: Americas (North, Central and South America)

Hi there!

We're looking for a Support Systems Engineer to join the Technical Support Operations team at Zapier. Zapier is on a mission to make everyone more productive at work. We’re a leader in workflow automation, enabling over 2.2 million businesses to connect their apps and automate tasks, saving time and increasing efficiency.

As a Support Systems Engineer, you will build tools and systems that empower your teammates to provide an excellent support experience to Zapier’s customers. You will work with partners throughout the company to design, build, ship, and maintain the tools, systems, and apps that enable our Support organization to act nimbly and with confidence. Your work will directly contribute to improving the support experience for our customers, making a tangible impact on their productivity and satisfaction.

If you're excited about the opportunity to join a dynamic team at a rapidly growing and successful company, keep reading...

• Our Commitment to Applicants

• Culture and Values at Zapier

• Zapier Guide to Remote Work

• Zapier Code of Conduct

• Diversity and Inclusivity at Zapier

About You

• You’re a solid and flexible software developer. You have a minimum of 3 years' of experience in building and maintaining tools or applications in a professional setting. You're comfortable working across both frontend and backend code, often in multiple codebases and projects. You have strong skills in JavaScript and Python/Django and can adapt to shifting priorities across products and projects with ease. You’ve used a modern frontend framework to develop components, valuing user experience and reuse.

• You prioritize writing clean, maintainable code with a focus on quality. Documentation, testing, and automation are essential to delivering solid products, and you balance addressing tech debt with shipping production-ready code.

• You’re an excellent written communicator. We’re a 100% remote team, and writing is our primary means of communication at Zapier. We thrive on asynchronous communication, so keeping your teammates and stakeholders up-to-date and on the same page is essential.

• You love to learn new things. Zapier’s Support org is very nimble and dynamic. In order to give them the best tools possible, our team must always be learning about new tools, APIs, and integrations. If you love to spend time digging into new frameworks, workflows, and languages, you’ll feel right at home here.

• You’re comfortable working at speed. In a fast-paced environment, you work well with quick turnarounds and can adjust priorities to meet the dynamic needs of the Support team.

• You care about the customer experience — and the experience of those who support them. Our Support team works hard to improve the support experience we offer, and success for our team means empowering our Support colleagues by removing headaches and roadblocks.

• You have AI experience. While full expertise isn’t required, insight into AI technologies and experience integrating AI into software solutions is a plus. Familiarity with using AI to improve efficiency and reduce friction would be beneficial.

Things You’ll Do

• Develop and maintain tools, apps, and systems that empower our team to provide an excellent support experience to our customers.

• Monitor our tools and services for reliability and respond to bugs and feature requests from our Support colleagues.

• Sole ownership of products within the Support Systems Engineering domain, including end-to-end responsibility for their success, maintenance, and evolution.

• Incorporate AI solutions to enhance automation capabilities, improving user experience and enabling the Support team to work smarter and faster.

• Move at a fast pace. Work in a dynamic environment where priorities may shift, ensuring our team stays aligned with the company’s rapid growth and the Support team’s evolving needs.

• Refine and optimize how we work by participating in sprint planning, backlog refinement, and retrospective sessions.

• Help other engineers on the team and across Zapier.

• Participate in on-call rotations to ensure the reliability and availability of our systems, providing timely and effective support when issues arise.

• As a part of our All Hands Support initiative, help customers have the best possible experience with Zapier.

How to Apply

At Zapier, we believe that diverse perspectives and experiences make us better, which is why we have a non-standard application process designed to promote inclusion and equity. We're looking for the best fit for each of our roles, regardless of the type of companies in your background, so we encourage you to apply even if your skills and experiences don’t exactly match the job description. All we ask is that you answer a few in-depth questions in our application that would typically be asked at the start of an interview process. This helps speed things up by letting us get to know you and your skillset a bit better right out of the gate. Please be sure to answer each question; the resume and CV fields are optional.

Education is not a requirement for our roles; however, if you receive an offer, you will need to include your most recent educational experience as part of our background check process.

After you apply, you are going to hear back from us—even if we don’t see an immediate fit with our team. In fact, throughout the process, we strive to never go more than seven days without letting you know the status of your application. We know we’ll make mistakes from time to time, so if you ever have questions about where you stand or about the process, just ask your recruiter!

Zapier is an equal-opportunity employer and we're excited to work with talented and empathetic people of all identities. Zapier does not discriminate based on someone's identity in any aspect of hiring or employment as required by law and in line with our commitment to Diversity, Inclusion, Belonging and Equity. Our code of conduct provides a beacon for the kind of company we strive to be, and we celebrate our differences because those differences are what allow us to make a product that serves a global user base. Zapier will consider all qualified applicants, including those with criminal histories, consistent with applicable laws.

Zapier is committed to inclusion. As part of this commitment, Zapier welcomes applications from individuals with disabilities and will work to provide reasonable accommodations. If reasonable accommodations are needed to participate in the job application or interview process, please contact jobs@zapier.com. 

Application Deadline:

The anticipated application window is 30 days from the date job is posted, unless the number of applicants requires it to close sooner or later, or if the position is filled.

Even though we’re an all-remote company, we still need to be thoughtful about where we have Zapiens working. Check out this resource for a list of countries where we currently cannot have Zapiens permanently working.