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Systems Administrator

Job description

BigCommerce is disrupting the e-commerce industry as the SaaS leader for fast- growing, mid-market businesses. We enable our customers to build intuitive and engaging stores to support every stage of their growth.

BigCommerce , named a 2020 "Best Place to Work" in Austin, is looking for a CSS (Customer Success Services) Systems Administrator who will manage all day to day operations of software systems and related applications used by the CSS team. This role manages the software packages, not people. The role will work closely with the company IT and Business Applications teams and reports to the Director of Workforce Management and Analysis. 

What You’ll Do:

  • Handle basic management of all Customer Success Services software systems
  • Work through JIRA tickets submitted by managers and users
  • Add new user accounts, handle access requests and permissions changes
  • Offboard users when the leave the Department or company
  • Upload new content as needed for the CSS Learning & Development team
  • Resolve CSS employee issues with CSS-specific software
  • Partner with IT to resolve ad-hoc requests that involve CSS systems
  • Maintain a thorough understanding of CSS systems; recommend improvements where opportunities exist
  • Conduct regular audits of accounts, access levels, and permissions to maintain data security and compliance standards
  • Review documented CSS systems practices and create or update items as needed
  • Assist CSS employees in other BigCommerce locations around the globe
  • Monitor performance and maintain systems according to requirements
  • Work with the Team’s Tools developers on Dashboard requests 
  • Take ownership for any issues and outages ensuring they are resolved quickly
  • After an issue or outage, be ready to provide a Root cause analysis (RCA), either from the software vendor, or creating your own report as appropriate. Break down the causes of the problem in order to identify appropriate solutions to mitigate similar issues in the future 
  • Work with 3rd party software vendors, open troubleshooting tickets, schedule upgrades, and gather training resources as needed when supporting their solutions
  • Your ultimate goals will be ensuring that our Department’s software systems and their user data,  are always up to date and runs smoothly and efficiently

Who You Are:

  • Computer Science related Bachelor's degree or 3+ years of experience maintaining systems in a contact center environment, ecommerce or SaaS environments preferred
  • Certifications are a bonus 
  • Code level experience is not expected but some basic skilling could be a bonus, allowing you to work closer with the team’s Tools Developers 
  • Excellent interaction and excellent communication skills. You will interact with highly technical managers as well as inexperienced frontline users.  You will need to explain problems and offer solutions in a way that someone without training could understand
  • Experience supporting remote users in a geographically-dispersed environment is preferred
  • Resourcefulness is a necessary skill in this role. You should be able to diagnose and resolve problems quickly.
  • Passionate about technology, with the desire to fix issues quickly and make things simpler for the end-user
  • Experience supporting common contact center software, like a VoIP phone system, CRMs, monitoring systems, and Learning and Development platforms  
  • Well-rounded technical aptitude
  • Good organizational skills with excellent verbal and written communication
  • Self-starter that does not need constant instruction or oversight 
  • A persistent approach in problem solving and works with a sense of urgency.  Every deadline is short and was due yesterday
  • Excellent task management and follow up skills
Diversity, Equity & Inclusion at BigCommerce
 
We have the opportunity to build not only a great business but a great company, with soul. Our beliefs and commitment to diversity, equity and inclusion are a central part of achieving that.
 
Our dedication to DEI is grounded in two things: a moral belief in the dignity, value, and potential of every individual, and a practical belief that diverse, inclusive teams will create the best outcomes for our customers, partners, employees, and company. We welcome everyone to be a part of our journey .
 
Current BigCommerce Employees: Please use the  internal job board  to apply for openings
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BigCommerce Customer Success & Support Team

We focus on all aspects of helping our customers grow their business. Whether it’s Tech Support, Self-Help & Community, Learning & Development, or Professional Services, we give bespoke support to customers old and new.

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