Support Operations Systems Administrator

About the role...

HashiCorp is looking for a high-caliber and self-motivated Support Operations Systems Administrator to help administer Zendesk and Salesforce, create high-quality reports and dashboards for Managers and Leaders, and drive integrations and dependent systems.  This is a great opportunity to work in a fast-growing team and have a direct impact on HashiCorp’s fast-growing business. This highly visible position will be an integral part of Support Operations. You are a fit if you thrive in a fast-paced culture that values essential communication, collaboration, and results. You are a self-motivated, detailed individual with an eye for process improvement, project management and problem solving.

The ideal candidate for this role will be someone who has exposure to Zendesk Support Suite and Salesforce, along with experience with automation, logic, operations, and integration tooling. 

 In this role you can expect to be...

• Working towards integrating Salesforce Service Cloud and Zendesk with other business systems, while ensuring processes, reporting, and tooling remain consistent.
• Working with the Support Operations Team and Global Support organization to execute, track, and report on all major Support Team initiatives to successful completion.
• Continuously improving processes, policies, and tools for tasks performed by Support Engineers and within the Support Operations team.
• Working and collaborating with managers, engineers and other stakeholders in HashiCorp to improve the Support Engineer and Customer Experience.
• Working with Support Ops Project Managers and leaders to complete critical tasks for the roadmap.
• Working Support Operations tickets in Zendesk to perform administrative tasks like configuring triggers, macros, user and account issues, and troubleshooting integration issues.

You may be a good fit for our team if you have...

• Over 2 years of experience with Salesforce as an Administrator
  • Experience with Salesforce Service Cloud is a plus
  • Certified Salesforce Administrator is required.
• Over 2 years experience with Zendesk as an Administrator is required
  • Zendesk Certified Administrator is a plus.
• Over 2 years of experience creating dashboards and reports
  • Using Zendesk Explore is a plus.
  • Using Salesforce analytics is required.
• Experience using Jira and Confluence is required.
• Experience in or with Support and Support Operations is a plus.
• Coding experience interfacing with multiple systems via API is a plus.
• Ability to write Liquid Markup code, Web Development (HTML, Javascript, CSS, JSON) is a plus.
• Knowledge of SFDC Apex developer language and SOQL is a plus. 
• Experience working on projects with multiple stakeholders and knowledge of Change Management best practices is a plus.
• Strong written and verbal communication skills — technical writing experience is a plus.
• Well-organized, excellent work ethic, attention to detail, and self-starting.
• Experience troubleshooting and resolving urgent, high-visibility technical problems.
• Excellent problem solving, analytical, and troubleshooting skills.
• Bachelor’s degree in Engineering, IT or equivalent professional experience is required. 

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