We are seeking a dedicated Systems Engineer to join our team. In this role, you will provide
critical support for our Brokerage business Support Ecosystem including: Front (focus),
Zendesk, Genesys Cloud, Custom Applications, and integrations. You will be the first point of
contact for users experiencing issues, ensuring prompt resolution and minimal disruption to
business operations and systems performance.
What the Candidate Will Do:Issue Resolution: Diagnose and resolve technical issues, from user issues to system issues
like failing python scripts or integrations.
Systems Engineering: Develop & maintain automation and integration in Front, Zendesk and
other applications using internal tooling along with SQL and Python, ensuring robust
performance and reliability.
User Support: Serve as the primary contact for support inquiries related to our Support
Ecosystem.
Ticket Management: Log all support requests in the ticketing system, ensuring accurate
documentation of issues and resolutions.
Escalation: Identify and escalate complex issues appropriate teams, following established
protocols.
Communication: Maintain clear and professional communication with users throughout the
support process.
Knowledge Base Contribution: Update and maintain support documentation and FAQs to
assist users with common issues.
Collaboration: Work closely with cross-functional teams to address recurring issues and
improve system functionality.
Basic QualificationsTechnical Skills: Intermediate knowledge of SQL, Python, or Automation and Scripting Skills.
Experience: 3+ years of experience in a technical support role, preferably supporting enterprise
applications.
Customer Service: Excellent interpersonal and communication skills with a strong focus on
customer satisfaction.
Problem-Solving: Strong analytical abilities to troubleshoot and resolve technical issues
efficiently.
Organizational Skills: Ability to manage multiple tasks simultaneously and prioritize effectively.
Team Player: Demonstrated ability to work collaboratively in a team environment.
Bonus QualificationsCertifications: Certifications in any of the supported applications (e.g., Salesforce Certified
Administrator, Zendesk Support Administrator).
Business Application Experience: Front, Zendesk, Salesforce, Genesys, McLeod, Google
CCaaS, or similar.
Industry Experience: Experience in the logistics, freight, or transportation industry.
Skills Required
- Intermediate knowledge of SQL
- Intermediate knowledge of Python
- Automation and scripting skills
- 3+ years experience in a technical support role
- Experience supporting enterprise applications
- Excellent interpersonal and communication skills
- Strong analytical problem-solving abilities
- Ability to manage multiple tasks and prioritize effectively
- Ability to work collaboratively in a team environment
- Certifications in supported applications (e.g., Salesforce Certified Administrator, Zendesk Support Administrator)
- Experience with Front, Zendesk, Salesforce, Genesys, McLeod, or Google CCaaS
- Industry experience in logistics, freight, or transportation
What We Do
LAI Video is an Emmy-Winning, full-service creative agency based in Washington, DC, that specializes in delivering powerful video-driven campaigns and strategic storytelling to drive real behavior change. They turn messages into high-converting campaigns through values-based research and integrated marketing strategies, helping organizations connect with their audience through a combination of high-quality video production and precision-targeted digital ad solutions.
