SME, Support Systems Specialist

Scale AI · India · Gen AI Operations · listed May 1, 2026

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The shape of it

Seniority

Not stated

Where

Not stated

Requirements listed

Length

679 words

In the posting’s own words

Scale is looking for a Support Systems & Routing Specialist to own and optimize the core infrastructure powering our contributor support operations. In this role, you will be responsible for configuring and maintaining systems like Zendesk, designing routing logic, and building scalable frameworks that ensure tickets are assigned accurately and efficiently.

What it asks for · 3

High attention to detail with the ability to identify risks and inconsistencies
Ability to own and manage complex system configurations end-to-end
Familiarity with SQL or data analysis for routing optimization

Also a plus

Experience working with operational data (Google Sheets, dashboards, reporting tools)
Basic scripting knowledge (Python or JavaScript)
Experience scaling support systems in fast-growing environments

Tools and skills named

Languages

JavaScript
Python
SQL

Ways of working

Cross-functional

Words the posting leans on

systems13×
support9×
experience6×
operational4×
routing logic4×
ticket4×
ensure3×
queue3×
skills3×
stakeholders3×
support systems3×
system configurations3×
zendesk3×
building2×
complex2×
contributor2×

Counted from the posting after the mission statement and the legal notices are set aside. The ones near the top are the ones a screener is looking for.

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