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SME, Support Systems Specialist

Scale AI· Gen AI Operations
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Hybrid (India)full-timePosted 5mo ago

About the role

Role focused on owning and optimizing Scale's core support infrastructure, configuring Zendesk, designing routing, and building scalable frameworks to ensure accurate and efficient ticket assignment and contributor experience.

Responsibilities

  • Own end-to-end Zendesk configuration, including ticket forms, fields, macros, triggers, automations, SLAs, and views
  • Design and maintain routing logic to ensure accurate ticket distribution across skills, queues, and teams
  • Build and manage the support agent skills framework (skills, tiers, certifications, queue structures)
  • Monitor and optimize queue health, load balancing, and ticket assignment accuracy
  • Configure and maintain integrations across support tools and reporting systems
  • Troubleshoot system issues and partner with Engineering or vendors when needed
  • Collaborate with Support Ops, T&S, TPMs, and Product to implement and improve workflows
  • Document system configurations, workflows, and best practices clearly
  • Provide training and guidance to stakeholders on system usage and routing logic

Qualifications

  • Experience administering Zendesk or similar support CRM systems
  • Experience designing routing logic or managing skills-based systems in high-volume environments
  • Strong systems-thinking and analytical mindset
  • High attention to detail with the ability to identify risks and inconsistencies
  • Experience working cross-functionally with both technical and non-technical stakeholders
  • Ability to own and manage complex system configurations end-to-end
  • Familiarity with SQL or data analysis for routing optimization

Skills

Required:Zendesk administrationRouting logic designSystems thinkingCross-functional collaboration
Nice to have:SQL or data analysis

Benefits

  • Note: Benefits explicitly listed are not provided in the description. Please refer to official benefits information.
Last updated Sep 2, 2026. Interested? Apply on the company site.
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About Scale AI

Data-centric infrastructure to accelerate the development of AI

Scale accelerates the development of AI within organizations of any size to deliver critical business insights and operational efficiency. Its data-centric infrastructure platform leverages RLHF (Reinforced Learning with Human Feedback) to help organizations build the strongest AI models that supercharge their business, with customers across industries including Meta, Microsoft, U.S. Army, DoD’s Defense Innovation Unit, Open AI, General Motors, Toyota Research Institute, Brex, Instacart and Flexport.

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