Customer Support Systems Administrator

Support agents inside Beaconline lose real time every week to manual steps buried inside tools they already use daily, and finding that friction rather than adding another workaround on top of it is what this mid-level role is for. It sits inside customer engineering, administering the Zendesk instance the entire support org runs on.

Day to day, you build workflow automations that route and prioritize tickets by customer impact instead of arrival order in the queue, and write SQL queries against support data for dashboards that show leadership where response times are slipping before it becomes customer-facing. You also maintain the integrations between Zendesk and internal systems, keeping agent-facing context accurate as those systems change, and sit with agents to see where automation actually helps.

Required: three to five years administering a ticketing platform such as Zendesk in a production support environment, plus solid SQL for building reporting from a blank slate rather than a template someone else built. You should be able to read a support workflow and see where a rule would help before an agent asks for one. Deep front-end development experience is not required; this is a systems and data role, not a product engineering one.

This one is based onsite at the Madrid office, full time, alongside the rest of the support team every day. New automations roll out to a small pilot group before going live for everyone, catching unintended side effects early rather than at scale. The role reports to the support operations manager.