Junior Systems Engineer supporting General Dynamics Mission Systems - Canada’s ISTAR defence systems for the Canadian Army. Contributing to architecture, requirements, integration, testing, and verification.
About the role
- Support Systems Engineer owning ticketing-system implementations, integrations, and workflows at Ashby. Improving support operations for a talent-hiring software company.
Responsibilities
- Own implementation of new systems, tools, and workflows from planning and pilot through full rollout
- Configure systems, migrate data, and integrate existing tools
- Design routing logic, SLAs, escalation paths, and reporting
- Develop and lead change-management plans with communication, training, and structured feedback
- Serve as long-term administrator for Support systems
- Own configuration, automations, workflow improvements, and governance in partnership with IT
- Document system architecture, administration processes, and escalation paths
- Evaluate tools and integrations, recommend solutions, and manage vendor commitments
- Partner with Workforce Management, QA, and Support Training on capacity planning, reporting, and technical workflows
- Advise on Support tooling and prioritize systems improvements with Support Leadership
Requirements
- Hands-on experience implementing or administering a support ticketing system such as Zendesk, Salesforce Service Cloud, Intercom, Plain, Pylon, or a comparable platform
- Experience owning a support-system migration or implementation from scoping through go-live and beyond
- Vendor evaluation experience, including assessment frameworks, demo evaluation, and holding vendors to commitments
- Understanding of Support workflows, including routing, SLA and priority configuration, queue management, escalation paths, and reporting
- Understanding of integrations, APIs, and data migration sufficient to work through technical requirements with engineers
- Experience guiding teams through system or workflow changes, including communication, training, and structured feedback
- Ability to build working relationships with Workforce Management, QA, Engineering, and Support Leadership
- Experience running support systems for a B2B SaaS product
- Must be able to work from the United States or Canada
Benefits
- 10-year exercise window for stock options
- Unlimited PTO with four weeks recommended per year
- Twelve weeks of fully paid family leave in the US
- $1,200 annual learning and professional-development budget
- One-time $2,000 home-office setup budget
- Company-provided laptop
- Extended health benefits for you and your dependents, subject to availability
- Annual company offsite, team offsites, local meetups, and virtual events
- International employees receive statutory benefits and, where available, employer-paid supplemental health coverage
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