Overview
The Product Administrator will primarily support the day-to-day operation and maintenance of technology platforms used for the Washington Migrant and Asylum-Seeker Support Project (WA MASS) and the Washington Immigrant Information Center (WA-immigrant.info). This role focuses on technical support for live production software systems.
Key Responsibilities
- Serve as the primary technical support point of contact for Zendesk Support and Guide environments.
- Perform system administration for Zendesk instances.
- Manage and support live deployments of public-facing websites and information hubs.
- Contribute to development sprints by implementing small-to-medium technical enhancements, bug fixes, and configuration changes.
- Collaborate with product and engineering partners to test new features, validate fixes, and support quality assurance.
- Develop, document, and refine standard operating procedures (SOPs).
- Write clear, practical technical guidance and internal documentation.
- Support caseworkers and program staff through hands-on training, office hours, and one-on-one technical support.
- Actively identify usability issues, workflow friction, and opportunities to improve staff and client experience.
- Help maintain stable, secure, and well-functioning technology systems.
- Serve as a key point of contact between program staff, product management, and engineering teams.
- Communicate clearly with non-technical stakeholders.
- Support training, onboarding, and change management efforts.
- Coordinate with vendors, IRC IT, and external partners.
- Assist with maintaining project documentation, tracking issues and resolutions, and supporting continuous improvement.
- Contribute to planning discussions by providing operational and technical insight.
Required Experience
- Experience managing technical support queues for production systems.
- Hands-on experience administering and configuring customer support or case management platforms (e.g., Zendesk Support and Guide).
- Working knowledge of modern web technologies, with the ability to make scoped contributions to live systems (HTML, CSS, JavaScript; React and/or Next.js strongly preferred).
- Familiarity with data analysis tools such as PowerBI or Tableau is desired.
- Experience maintaining and updating content-driven websites.
- Comfort collaborating in a sprint-based development environment.
- Ability to read, understand, and lightly modify existing codebases and configuration files.
- Experience writing clear technical documentation, SOPs, and internal guidance for non-technical users.
- Familiarity with version control and basic deployment workflows for web applications.
- Experience supporting internal staff or frontline service teams.
- Comfort operating in live production environments.
