Systems Support Lead POST NUMBER: 303765
Position Summary
The Systems Support Lead is a hands -on technical leadership role responsible for the daily operation of BBG's Software/System Support function. This position serves as the senior escalation point for complex software and workflow issues, oversees administration of the Zendesk support platform, monitors support queues and service levels, and coordinates resolution efforts across Development, IT Infrastructure, the firm's managed services partner, vendors, and business teams.
The role acts as the primary subject matter expert for BBG's internal technology ecosystem, including internal business applications such as Sessions (the appraisal production platform), custom Microsoft Office tools and templates, Box file storage, and the Zendesk helpdesk environment. In addition to resolving complex technical issues, the Systems Support Lead identifies recurring problems, performs root cause analysis, develops process improvements, and helps ensure efficient and effective support operations.
The ideal candidate combines strong software troubleshooting skills with experience supporting business applications in a mid -sized or enterprise environment. Familiarity with software development concepts, debugging, QA processes, structured data formats (XML/JSON), SQL queries, and application support is a plus.
This is a remote, full -time position supporting users across multiple U.S. time zones. Occasional evening and weekend work may be required to support business - critical projects, releases, or production issues.
Essential Duties & Responsibilities
- Monitor support queues to ensure issues are triaged, assigned, and escalated promptly, with service levels maintained across U.S. time zones.
- Serve as the senior escalation point for complex, non - standard, and cross - functional software and workflow issues, driving them to resolution.
- Coordinate resolution across Software/System Support, IT Infrastructure, GXA (managed services), software vendors, developers, and business stakeholders — tracking escalated issues to closure with clear, timely communication.
- Administer and maintain the Zendesk environment: workflows, automations, routing rules, macros, reporting, user permissions, and support processes — including the Zendesk –Autotask support intake handoff.
- Act as the primary subject matter expert for BBG's internal business systems, including Sessions, custom Microsoft Office tools and templates, and Box.
- Provide second -level and escalated technical support for appraisal production systems and related business applications; configure and maintain application settings, integrations, and user accounts.
- Monitor system performance and reliability; track recurring issues, perform root cause analysis, and recommend long -term solutions that reduce ticket volume.
- Provide technical guidance, mentoring, and cross -training to members of the Software/System Support team.
- Participate in application testing, software upgrades, implementations, and new - feature deployments, including release validation.
- Assist with data validation and integration troubleshooting to maintain data integrity across systems.
- Collaborate with business stakeholders to identify workflow automation and process -improvement opportunities.
- Develop and maintain user documentation, training materials, and support guides within the ticketing and knowledge management systems; deliver user training and onboarding for supported applications.
- Support system security by following established access controls, compliance requirements, and company policies.
- Participate in on - call and after -hours support as needed for critical or production issues.
Required Qualifications
- Bachelor's degree in Information Technology, Computer Science, Business Information Systems, or a related field, or equivalent work experience.
- 5 years supporting business applications, enterprise software, or technical support operations.
- Experience troubleshooting software applications and technical issues in a customer -facing support role.
- Experience administering or managing a ticketing/helpdesk platform such as Zendesk.
- Experience serving as an escalation resource for complex software, workflow, or business application issues.
- Experience documenting support processes, workflows, and knowledge -base content.
- Strong analytical and problem -solving skills.
- Excellent verbal and written communication skills.
- Strong organizational skills with the ability to manage multiple priorities.
- Proficiency with the Microsoft Office suite.
Preferred Qualifications
- Experience supporting appraisal, assessment, valuation, mortgage, or real estate technology platforms.
- Experience administering Zendesk workflows, automations, reporting, or support operations.
- Experience with SQL queries and database troubleshooting.
- Familiarity with structured data formats such as XML and JSON.
- Familiarity with APIs, system integrations, or middleware platforms.
- Experience participating in software testing, release validation, or QA processes.
- Experience with CRM, ERP, or workflow management systems.
- Knowledge of appraisal management workflows and valuation processes.
- Experience supporting SaaS applications in a cloud -based environment.
Knowledge, Skills & Abilities
- Strong customer service orientation.
- Ability to explain technical concepts to non -technical users.
- Excellent troubleshooting and root cause analysis skills.
- Strong understanding of support operations, ticket triage, escalation management, and service delivery practices.
- Ability to coordinate and communicate effectively across technical and non - technical teams.
- Ability to work independently while collaborating across multiple departments.
- Ability to mentor and provide technical guidance to other support personnel.
- Continuous improvement mindset with a focus on operational efficiency.
- Strong attention to detail and commitment to delivering high -quality support.
- Ability to learn new applications and technologies quickly.
Working Conditions
- Primarily remote office environment.
- Prolonged periods of sitting and computer use.
- Occasional after -hours support during system upgrades or critical production issues.
- May participate in project implementations outside normal business hours.
Success Measures
- Ensure support requests are routed, escalated, and resolved efficiently with minimal business disruption.
- Maintain effective Zendesk workflows, automations, reporting, and support processes.
- Improve team effectiveness through documentation, training, mentoring, and knowledge sharing.
- Reduce recurring support tickets through root cause analysis and proactive problem -solving.
- Maintain high customer satisfaction ratings and service quality.
- Improve visibility, accountability, and resolution times for escalated issues involving vendors, developers, and IT teams.
- Improve application stability and user adoption.
- Identify and implement workflow improvements that increase operational efficiency.
- Partner effectively with appraisal operations, IT, software vendors, and business stakeholders to support business objectives
EEO Notice
Vaco by Highspring is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race (including but not limited to traits historically associated with race such as hair texture and hair style), color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by federal, state or local law.
Vaco by Highspring and its parents, affiliates, and subsidiaries are committed to the full inclusion of all qualified individuals. As part of this commitment, Vaco by Highspring and its parents, affiliates, and subsidiaries will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact HR@vaco.com.
Vaco by Highspring also wants all applicants to know their rights that workplace discrimination is illegal.
Representation Notice
By submitting to this position, you agree that you will be giving Vaco by Highspring the exclusive right to present your as a candidate for the foregoing employment opportunity. You further agree that you have represented information about yourself accurately and have not affirmatively misrepresented your qualifications. You also agree to maintain as confidential, to the fullest extent permitted by law, any information you learn from Vaco by Highspring about the position and you will limit disclosure of information about the position only to the extent necessary to perform any obligations in furtherance of your application. In exchange, Vaco by Highspring agrees to exercise reasonable efforts to represent you through all solicitation, job screening and resume dispersal.
For residents of Ontario, Canada: Based on Highspring’s discussions with its Client, Highspring’s understanding is that this position for employment is a current vacancy (either through Highspring as a contractor or with the client directly).
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Vaco by Highspring and its parents, affiliates, and subsidiaries (“we,” “our,” or “Vaco by Highspring”) respects your privacy and are committed to providing transparent notice of our policies.
- California residents may access Vaco by Highspring HR Notice at Collection for California Applicants and Employees here.
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Additionally, submissions to this position are subject to the use of AI to perform preliminary candidate screenings, focused on ensuring minimum job requirements noted in the position are satisfied. More details about Vaco by Highspring’s use of AI can be found here (https://www.highspring.com/ai-use-notices/). Further assessment of candidates beyond this initial phase will be conducted by recruiters and hiring managers. Vaco by Highspring does not know and cannot opine on if its client’s use of AI products in hiring.
Pay Transparency Notice
Determining compensation for this role (and others) at Vaco by Highspring depends upon a wide array of factors including but not limited to:
- the individual’s skill sets, experience and training;
- licensure and certification requirements;
- office location and other geographic considerations;
- other business and organizational needs.
With that said, as required by local law, Vaco by Highspring believes that the following salary range referenced above reasonably estimates the base compensation for an individual hired into this position in geographies that require salary range disclosure. The individual may also be eligible for discretionary bonuses.