Support Platform Manager

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Support Platform Manager in United States.

This role offers the opportunity to lead and optimize a global support infrastructure, ensuring systems are reliable, scalable, and fully aligned with operational needs. You will oversee a team of Systems Engineers and Administrators responsible for maintaining omnichannel communication platforms, integrations, and enterprise tooling. This position combines hands-on technical expertise with strategic leadership, allowing you to influence the evolution of the technology stack, define best practices, and drive measurable improvements. You will collaborate closely with Product, Engineering, and cross-functional partners to ensure support systems enable the best customer experience. This is a high-impact role where your leadership, technical vision, and operational rigor directly enhance team efficiency, platform stability, and business outcomes.

• Lead and manage a high-performing team of Systems Engineers and Administrators, ensuring the smooth operation of support platforms and enterprise integrations
• Establish and maintain documentation standards for system architecture, workflows, and internal tools to promote transparency and continuity
• Standardize processes for task prioritization, project lifecycle tracking, and performance metrics to maximize team efficiency
• Define and implement best practices for system configuration lifecycle, including monitoring, version control, and rollback procedures
• Monitor platform performance, translating operational metrics and stakeholder feedback into actionable improvements
• Collaborate with Product, Engineering, and other partner teams to shape roadmap decisions and maintain long-term platform integrity
• Drive iterative enhancements and ensure the support platform remains modern, scalable, and aligned with business objectives

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Requirements:

• 5+ years of experience in enterprise systems administration with a focus on high-growth technology environments
• 2+ years managing and mentoring technical teams within systems administration or support infrastructure
• Advanced expertise in Zendesk and related integrations, including marketplace apps and API extensions
• Proven experience integrating contact center software with enterprise CRMs and internal data systems to establish a single source of truth
• Strong problem-solving skills, with experience diagnosing and resolving complex software and performance issues
• Demonstrated ability to design scalable, data-driven solutions that remove operational bottlenecks
• Excellent collaboration and stakeholder management skills to drive cross-functional initiatives and process improvements

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Benefits:

• Competitive cash compensation range: $135,500 - $239,200 USD
• Choice of fully covered medical plans and Health Savings Account contributions
• Fertility, adoption, and supplemental insurance benefits
• Headspace mindfulness app subscription and Global Employee Assistance Program
• Retirement plan with employer match
• Flexible paid time off and 12 weeks paid parental/family care leave
• $100 per month remote stipend
• Education reimbursement and employee donation matching
• Access to 7 global Employee Resource Groups (ERGs)