Support Systems Analyst

MaintainX is the world's leading mobile-first workflow management platform for industrial and frontline workers. We are a modern IoT enabled cloud based tool for maintenance, safety, and operations on equipment and facilities. MaintainX powers operational excellence for 12,000+ businesses including Duracell, Univar Solutions Inc., Titan America, McDonalds, Brenntag, Cintas, Michaels, and Shell.

We recently completed a $150 million Series D round, bringing our total funding to $254 million and valuing the company at $2.5 billion.

We're seeking a strategic and technically fluent Support Systems Analyst to architect and secure our support infrastructure. This is not just an admin role; it is an ownership role. You will act as the technical lead for our Zendesk ecosystem and integrated tools (n8n, Zapier, Intercom), bridging the gap between Support, Engineering, and Product. While you will handle day-to-day configuration, your primary focus is on scalability, system resilience, and data integrity. You will ensure that as we ship new features and grow our team, our workflows remain stable, our data remains accurate, and our agents remain efficient.

The ideal candidate is a "Systems Thinker" who documents obsessively, tests rigorously, and prioritizes the long-term health of the operation over short-term hacks.

What you'll do:

• Systems Architecture & Automation

• Zendesk Ownership: Architect and maintain complex routing logic, triggers, SLAs, and Contextual Workspaces to ensure tickets reach the right agents instantly.

• Integration Management: Build and monitor reliable integrations across the Zendesk Suite, ZIS, Intercom, and external tools using n8n and Zapier.

• Advanced Configuration: Utilize VS Code/Cursor to manage lightweight code adjustments (JSON, Liquid Markup, React, Tailwind CSS) for custom apps and Help Center themes.

• Quality Assurance (QA) & Resilience

• Release Governance: Define and execute structured test plans and User Acceptance Testing (UAT) for all system changes. You are the gatekeeper for production.

• Disaster Recovery (DR): Design and maintain disaster recovery scenarios. Ensure organized backups of enterprise configurations (triggers, automations, Zaps) and lead recovery efforts during outages.

• Regression Testing: Proactively test for "silent failures" and downstream impacts before they affect the customer experience.

• Documentation & Knowledge Engineering

• Technical Documentation: Maintain a version-controlled "Source of Truth" (Notion/Zendesk Guide) for all workflows, API interactions, and system dependencies.

• Change Management: Translate technical updates into clear, actionable Release Notes and SOPs for the support team.

• AI Enablement: Oversee the training and optimization of AI/Chatbots. Document training data sources and audit bot performance to minimize hallucinations and maximize resolution rates.

• Data Integrity & Reporting

• Operational Visibility: Build dashboards that reflect reality, ensuring metric definitions (e.g., First Reply Time vs. Resolution) are standardized and trusted.

• Audit & Cleanup: Regularly audit tags, fields, and macros to remove technical debt and legacy clutter.

About You:

• 3+ years of experience in Support Operations or Systems Analysis.

• Zendesk Expert: Deep mastery of Triggers, Automations, Liquid Markup, and API usage.

• Technical Fluency: Comfortable reading/editing JSON and JavaScript; experience with n8n or Zapier for middleware automation.

• QA Discipline: Proven track record of creating test cases, staging environments, and executing regression testing.

• Documentation: Ability to write documentation that is technically accurate enough for engineers but readable enough for support agents.

• Resilience Mindset: Experience with backup strategies and disaster recovery planning for SaaS tools.

• Experience with SQL or advanced data visualization tools (Looker/Tableau).

Nice to have:

• Experience with React or Tailwind CSS (for Help Center customization).

• Familiarity with the Zendesk App Framework (ZAF).

What’s in it for you:

• Competitive salary and meaningful equity opportunities.

• Healthcare, dental, and vision coverage.

• 401(k) / RRSP enrollment program.

• Take what you need PTO.

• A Work Culture where:

• You’ll work alongside folks across the globe that reflect the MaintainX values, Smart Humble Optimist.

• We believe in meritocracy, where ideas and effort are publicly celebrated.

About us:

Our mission is to deliver one platform for maintenance, repair & operations teams to keep the physical world running. We believe the greatest asset in any organization is the people. That’s why we built an intuitive, mobile-first solution to help boost productivity and collaboration across teams and locations.

MaintainX is committed to creating a diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.