Support Operations Specialist

About MaintainX: 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 over 7,500 businesses, including Duracell, Univar Solutions Inc., Titan America, McDonald's, Brenntag, Cintas, Michaels, and Shell.

We've raised $104 million in venture capital following a recent Series C funding round led by Bain Capital Ventures, Bessemer Ventures, August Capital, Amity Ventures, Ridge Ventures, as well as CEOs from GE, Twilio, Toast, and PagerDuty.

Position Overview: We are seeking a Support Operations Specialist to join our team at our office in Montreal, Canada, or remotely within the United States or Canada, to manage and optimize our Zendesk platform. This is a key role within the organization, as MaintainX continues to experience triple-digit, year-over-year growth. The ideal candidate will have a strong technical background, excellent problem-solving skills, and a deep understanding of Zendesk administration.

Key Responsibilities:

• Maintain and Customize Zendesk: Configure and optimize Zendesk to support our customer support processes, including creating custom ticket fields, workflows, automation rules, macros, and integrations with other tools.​
• Manage User Roles and Permissions: Oversee Zendesk roles, groups, and permission settings, ensuring appropriate levels of access and security.​
• Documentation and Process Optimization: Document and refine Zendesk processes to enhance efficiency and effectiveness.​
• Internal Support and Troubleshooting: Address internal support tickets related to Zendesk issues, providing timely resolutions and troubleshooting as needed.​
• User Training: Develop and deliver training materials and sessions to ensure team members can effectively use Zendesk.​
• Cross-Functional Collaboration: Act as a key stakeholder in operational and cross-functional projects, providing expertise in building and enhancing our customer support processes.​
• Reporting and Analytics: Develop and maintain reports and dashboards to provide actionable insights to management and users.​
• Data Integrity: Ensure data hygiene and integrity through routine data cleansing activities and implementing validation rules.​

Qualifications:

• Educational Background: Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent work experience.​
• Zendesk Administration Experience: 4-6 years of experience as a Zendesk Administrator, preferably with Zendesk Administrator Certification.​
• Technical Proficiency: In-depth knowledge of Zendesk configuration, customization, and administration, including proficiency in Zendesk Support, Guide, Chat, and Explore.​
• Integration Experience: Experience integrating Zendesk with other platforms and tools, such as CRM systems and communication platforms.​
• Analytical Skills: Strong data analysis skills with the ability to generate insights from Zendesk reports and analytics.
• Project Management: Experience working within sprint cadences and using project management tools like Jira.​
• Communication Skills: Excellent communication, time management, problem-solving, analytical, attention to detail, and interpersonal skills.​
• Adaptability: Ability to work cross-functionally, manage multiple priorities, and perform well in a fast-paced environment while maintaining a high level of quality.​

Nice to Have:

• Advanced Certifications: Additional Zendesk certifications or training.​
• Industry Experience: Familiarity with the industrial or manufacturing sectors.​
• Software Tools: Experience with Gainsight and/or Rocketlane

What’s in it for you:

• Competitive Compensation: Competitive salary and meaningful equity opportunities.​
• Health Benefits: Healthcare, dental, and vision coverage.​
• Retirement Plans: 401(k) / RRSP enrollment program.​
• Flexible Time Off: Take-what-you-need PTO policy.​
• Work Culture: Collaborative work environment reflecting MaintainX values—Smart, Humble, Optimistic.​
• Professional Growth: Opportunities for merit-based advancement and professional development

About Us: Our mission is to make the lives of blue-collar workers easier worldwide by creating software that meets their needs and realities. Our product is truly life-changing for 80% of the workforce that doesn’t work behind a desk and needs enterprise-grade software at their fingertips.

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.