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Provide escalation support for the service desk; administer identity/SSO, endpoint management, AI tooling, and IT service platforms; manage joiner/mover/leaver lifecycle; build automations and integrations; mentor junior staff; document processes; participate in incident handling, ITIL-aligned processes, and global on-call rotation.

The role involves writing software, designing infrastructure, operating production environments, enabling development teams, and participating in on-call rotation while ensuring effective communication and collaboration.

Own and administer the Customer Office tech stack (Gainsight, Kantata/Mavenlink, Salesforce). Configure and optimize workflows, automations, integrations, and reporting; design end-to-end customer lifecycle workflows; drive AI-enabled automation and predictive scoring; partner cross-functionally, manage vendors, enable change management, and provide advanced system support and training to improve customer engagement and operational efficiency.

Designs, delivers, and maintains onboarding and ongoing training (instructor-led and eLearning) for global Customer Support teams. Facilitates workshops, assesses new hires, develops content with product and support leadership, reports training results, maintains courseware and knowledge base, and researches learning technologies to improve support performance.

Lead a hands-on engineering team to design, build, and operate the AI platform and orchestration layer for Hootsuite Analytics MCP. Own reliability, scalability, observability, and quality of routing, agent infrastructure, and data pipelines. Set technical direction, mentor engineers, drive architecture decisions with senior leaders, and ensure integrations with context and semantic layers for dependable AI-driven analysis at scale.

Full-cycle enterprise sales role responsible for prospecting and closing new enterprise customers for Hootsuite. Own outbound pipeline, forecast revenue, lead complex negotiations with C-suite stakeholders, respond to RFIs/RFPs, coordinate with pre/post-sales, and track activity in Salesforce, Sales Navigator and 6Sense. Hybrid role based near London with some travel to meet prospects.

Own and build infrastructure platform, developer experience and automation for a cloud-based SaaS environment. Ensure reliability, security, and operability of production systems, participate in on-call rotation, mentor teammates, and drive platform features, maintenance, and continuous improvement.

Design, develop, test, and deploy scalable Salesforce solutions using Apex, LWC, Visualforce and APIs. Lead technical design, integrations, platform optimizations, code reviews, mentor junior engineers, support sales tools, and handle admin/support tasks.

Manage a portfolio of customers to drive adoption, retention, and growth of Hootsuite and partner products. Onboard customers, develop mutual success plans, lead reviews, monitor account health, analyze metrics, log updates, collaborate with sales and professional services, and meet quarterly renewal, adoption, and advocacy targets.

Design, build and operate backend services and an infrastructure platform. Support developer experience, maintain production environments, diagnose and repair distributed systems, perform maintenance and migrations, reduce toil and alert noise, provide tooling and interfaces for teams, participate in on-call rotation, and document work.