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# Support Operations Engineer

- **Company:** DFin Inc
- **Location:** United States (Remote available)
- **Contract:** Permanent contract
- **Skills:** A/B Testing, Application Programming Interfaces (APIs), Artificial Intelligence, Bioinformatics, Python (Programming Language), Routing, Release Management, Salesforce.Com, Security Information and Event Management, SQL Databases, Systems Integration, Scripting, Enterprise Software Applications, Mitre Att&ck, Cyber Threat Analysis, Cybercrime, Zendesk, Software Version Control, Security Orchestration, Automation & Response
- **Published:** August 11, 2026
- **Apply:** https://jobs.dfinsolutions.com/job/Support-Operations-Engineer/1418602300/?feedId=288500&utm_source=BuiltIn&utm_campaign=DonnellyFin_BuiltIn

## About the Role

Required

 * Strong hands-on experience with Zendesk administration and configuration.
 * Experience building workflows using triggers, automations, forms, and reporting.
 * Proven ability to gather requirements and translate business needs into system solutions.
 * Experience supporting intake-driven, operational workflow, or case management processes.
 * Understanding of change management and system governance practices.
 * Strong communication, facilitation, and documentation skills.
Preferred Certifications

 * Zendesk Support Administrator Certification and/or Zendesk Support Developer Certification.
Nice to Have (Professional Experience)

 * Experience integrating Zendesk with Salesforce and other enterprise systems.
 * Familiarity with Support Operations, service delivery, customer support, or operational workflow management environments.
 * Experience working within shared platform ownership models.
 * Exposure to workflow automation, AI-enabled support operations, or business process optimization initiatives.
 * Hands-on experience implementing and optimizing Zendesk AI Suite capabilities, including AI Agents, Copilot, Intelligent Triage, automation workflows, and AI-driven support experiences., If you are a qualified individual w ith a disability or a disabled veteran, you have the right to request a reasonable accommodation if you are unable or limited in your ability to use or access jobs.dfinsolutions.com as a result of your disability. You can request a reasonable accommodation by sending an email to [email protected] .
At DFIN, protecting your identity is a top priority. Please be aware of scammers impersonating DFIN recruiters. DFIN recruiters will never request personal information via email or text. You will only receive a text from us if you've already been in contact. All automated messages will come from [email protected] . If you ever have doubts about the legitimacy of any communication from us, please do not hesitate to reach out for verification via [email protected] (this email is for general TA questions and is not used for updates on your application status). #BI-Remote

## Description

We are seeking a Zendesk Solutions Analyst with strong business analysis skills to represent the Support Operations organization and drive how Zendesk supports Support Operations intake, workflow management, and operational processes.
This role serves as the primary Zendesk subject-matter expert for Support Operations, partnering with platform owners, IT, and business stakeholders. Zendesk is the core focus of this role. Exposure to adjacent systems such as Salesforce and other enterprise platforms is a plus but not required and can be learned on the job.
The ideal candidate brings hands-on Zendesk configuration experience and the ability to translate business needs into scalable, well-governed solutions that align with enterprise standards.
Responsibilities:
Zendesk Configuration & Optimization

 * Serve as the Zendesk lead for Support Operations use cases.
 * Configure and enhance workflows, including forms, fields, triggers, automations, SLAs, and reporting.
 * Design solutions that support Support Operations intake, triage, workflow management, and operational processes.
 * Partner with platform owners to test and deploy changes in alignment with governance standards.
 * Contribute to integrations using Zendesk APIs and apps as needed.
Business Analysis & Process Design

 * Act as the primary business analyst for Support Operations Zendesk use cases.
 * Gather and document requirements and translate them into clear system designs.
 * Develop a strong understanding of Support Operations workflows, including intake, triage, routing, process management, and operational execution.
 * Identify opportunities to improve efficiency, data quality, automation, and user experience.
Governance, Change & Security

 * Follow established systems governance, version control, and release management practices.
 * Support change management activities, including impact analysis, testing, documentation, and user readiness.
 * Ensure Zendesk changes adhere to security best practices, role-based access controls, and compliance standards.
 * Maintain clear documentation for configurations, workflows, and process guidelines.
Collaboration & Enablement

 * Partner cross-functionally with IT, Product, Support, Customer Success, and platform owners.
 * Serve as a trusted advisor to Support Operations stakeholders.
 * Help ensure Zendesk changes are aligned with broader enterprise architecture, governance standards, and strategic roadmap initiatives.
 * Work collaboratively with the Support Operations Zendesk AI Subject Matter Expert (SME) to support the evaluation, design, testing, deployment, and adoption of Zendesk AI capabilities and use cases across the organization., Remote or Hybrid
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