Senior Customer Support Systems Administrator

We're looking for a skilled System Administrator to join our Customer Support Operations & Strategy team. In this role, you'll be the backbone of our support infrastructure - ensuring that our systems are secure, reliable, and always optimized for performance. As Mercury's Zendesk ecosystem and CS tech stack continue to grow in scope and complexity - and as we move toward a bank charter* - this role is increasingly central to how we scale, automate, and govern our systems. If you're excited about building creative solutions and making a tangible impact on customer & agent experience, we'd love to hear from you!

What You'll Do:

• Zendesk Administration:
  
• Manage our Zendesk implementation - both intraday maintenance and supporting Zendesk through strategic business growth
• Work alongside our existing team of Systems Admins to ensure our Zendesk ecosystem remains cohesive, consistent, and well-coordinated as our footprint grows
• Develop and maintain an internal comprehensive knowledge base for our Zendesk configuration & procedures
• Generate, analyze, and report on Zendesk metrics to guide improvements in customer service strategies
• Regularly audit for gaps & efficiencies, lead projects to improve or expand our setup based on findings

What you bring:

• Technical Expertise:
• 3-5 years of hands-on Zendesk Administrator experience; demonstration of strong knowledge of the Zendesk platform
• Knowledge of system security, monitoring tools, and cloud infrastructure (AWS, Azure, or similar)
• Experience integrating Zendesk across a company's tech stack
• Familiarity with AI-driven CS tools (e.g. AI chatbots/agents) and an interest in identifying automation opportunities within a support tech stack

*While we've received approvals from the OCC and FDIC, Mercury today is a fintech company, not an FDIC-insured bank. Banking services provided through Choice Financial Group and Column N.A., Members FDIC.

Mercury values diversity & belonging and is proud to be an Equal Employment Opportunity employer. All individuals seeking employment at Mercury are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation, or any other legally protected characteristic. We are committed to providing reasonable accommodations throughout the recruitment process for applicants with disabilities or special needs. If you need assistance, or an accommodation, please let your recruiter know once you are contacted about a role.

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Total Rewards
The total rewards package at Mercury includes base salary, equity (stock options/RSUs), and benefits.

Our salary and equity ranges are highly competitive within the SaaS and fintech industry and are updated regularly using the most reliable compensation survey data for our industry. New hire offers are made based on a candidate’s experience, expertise, geographic location, and internal pay equity relative to peers.

Our target new hire base salary ranges for this role are the following:

US employees in New York City, Los Angeles, Seattle, or the San Francisco Bay Area:$154,200-$192,800 USDUS employees outside of New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $138,800-$173,500 USDCanadian employees (any location):$145,800-$182,200 CAD