The Support Operations Engineer will lead the design and optimization of support systems at Cato Networks. As part of the Support Operations team, this role partners closely with Support leadership, Information Systems, IT, Logistics, CX, and other business stakeholders to translate operational needs into scalable and reliable support solutions. This role also ensures solutions are effectively adopted and used across the organization.
You will be responsible for delivering new capabilities across support platforms and integrations, supporting end users, and resolving complex system and process challenges to enable efficient, high-quality customer support operations.

Responsibilities

• Design, configure, and implement enhancements to support systems (e.g., Zendesk, Aircall, and related tools) based on business requirements, while adhering to established development standards and best practices.
• Own end-to-end implementation of support operations projects, including requirements gathering, solution design, configuration or development, deployment, and stakeholder communication.
• Validate system changes, automations, and integrations to ensure they meet business requirements and function as intended.
• Support day-to-day operations for support teams, including troubleshooting system issues and responding to operational requests.
• Identify opportunities to improve support workflows and agent productivity, and make recommendations for new tools or system enhancements.
• Build strong working relationships with key stakeholders across Support, IS, IT, Product, and other departments.

Requirements

• At least 3 years of experience as a Support Operations Engineer, Systems Analyst, or in a similar role, preferably in a support or operations environment.
• Strong systems literacy, with an understanding of how data flows within CRM and support systems (e.g., Salesforce). You do not need to be a developer, but should understand how objects, fields, and automation logic work.
• Hands-on experience administering and configuring support platforms such as Zendesk and call-center systems like Aircall or similar tools.
• Solid understanding of support operations workflows, including ticketing systems, automations, SLAs, reporting, and agent tooling.
• Strong attention to detail and experience validating system changes, custom applications, and integrations.
• Excellent communication skills, with the ability to clearly articulate technical concepts to non-technical audiences.
• Fluent in English, both verbal and written.
• Highly customer-oriented, with strong interpersonal skills and the ability to work effectively with stakeholders across the organization.
• Effective problem solver who takes ownership and drives issues to resolution.
• Fast learner who adapts well in a rapidly changing environment.
• Team player who is structured, responsible, and well-organized.