Senior Tooling Specialist

Role & Job Purpose The primary focus of the Senior Tooling Specialist is to maximize CS agent uptime and drive the long-term technical maturity of our Customer Support infrastructure. In this role, you will own the end-to-end strategy for collating, triaging, and prioritizing the highest-impact bugs blocking our frontline thereby systematically transforming operational friction into permanent engineering solutions. You will lead the transition of our operations away from manual workarounds toward integrated, enterprise-grade platforms (SupportBase, Zendesk). Furthermore, you will directly manage back-end routing engine configurations to execute complex operational pilots, launch strategic improvement initiatives, and complement our engineering team. Key Performance Indicators (KPIs) BAU Operations & Operational Health Unblocking Architecture & SLA: Maintain target SLA (