Staff-level support systems for SaaS teams
I build the systems behind scalable technical support.
Staff-level Support Operations and CRM systems leader specializing in Zendesk architecture, escalation governance, support analytics, workflow automation, and Support-to-Engineering operating models.
I sit between Support Operations, Business Systems, and Technical Support Engineering — close enough to the work to implement, senior enough to design the system.
Best Fit
For teams whose support complexity is outgrowing the systems behind it.
- Engineering is pulled into avoidable escalations
- Zendesk or Salesforce exists but is not fully trusted
- Dashboards exist but are not driving decisions
- Support needs stronger intake, routing, and evidence standards
- Customer pain needs a better path into Product and Engineering
10+ Years
Support Operations and Zendesk systems experience.
Zendesk Certified
Administration, workflow design, analytics, Guide, and automation.
Enterprise SaaS
Adobe and Tipalti environments with complex support operations.
93% CSAT
Improved customer satisfaction through process and workflow redesign.
22% Efficiency
Improved resolution handling efficiency through systems enhancements.
Engineering Leverage
Reduced avoidable escalations through stronger evidence gathering.
Target Roles
I’m strongest where Support needs ownership of the systems layer.
I’m looking for senior IC or systems-oriented roles where the job is not just managing queues, but designing the infrastructure that makes technical support more scalable, measurable, and trusted.
Best-Fit Titles
- Staff Support Operations Architect
- Senior Support Systems Engineer
- Support Infrastructure Engineer
- Support Operations Systems Lead
- Senior Zendesk / CRM Systems Administrator
- Business Systems Analyst, Support Systems
- Technical Support Operations Lead
Best-Fit Teams
- High-growth SaaS companies
- Technical Support and Support Operations teams
- Business Systems teams supporting CX
- Support Engineering-adjacent organizations
- Teams scaling Zendesk, Salesforce, JIRA, and knowledge systems
Best-Fit Problems
- Escalation ambiguity
- Untrusted CRM workflows
- Weak support analytics
- Inconsistent Engineering handoffs
- Knowledge and self-service maturity gaps
When Teams Need Me
I add leverage when support is growing faster than its operating systems.
I work best in environments with real customer complexity, rising operational pressure, and a need for support infrastructure that matches how teams actually work.
Escalation Chaos
Engineering is getting pulled into issues too early, too often, or without shared severity criteria.
CRM Without Trust
Zendesk or Salesforce is live, but forms, fields, workflows, and reporting do not reflect reality.
Reporting Without Decisions
Leaders have dashboards, but not the visibility needed to manage backlog risk, escalation patterns, or accountability.
Support Blamed for Product Gaps
Customer pain is not consistently translated into prioritization, routing, incident learning, or product feedback loops.
Systems I Own
My ownership surface area spans the infrastructure behind technical support.
I design the systems that make Support more consistent, measurable, and useful to the rest of the business.
Escalation Governance
Severity models, RCA workflows, Support-to-Engineering handoff, incident reporting, escalation criteria, and recurrence tracking.
Zendesk / CRM Architecture
Forms, fields, routing, triggers, automations, Guide, SLAs, views, ticket lifecycle design, and governance.
Support Analytics
CSAT, FRT, resolution time, backlog health, reopen trends, defect tracking, VIP/customer-tier reporting, and leadership dashboards.
Workflow Automation
Hidden forms, structured intake, ticket merging, field mapping, routing logic, case hygiene, and agent enablement.
Knowledge Operations
Zendesk Guide, knowledge capture, internal/external content workflows, Confluence sync, and self-service strategy.
Cross-Functional Operating Models
Support, Product, Engineering, Customer Success, Sales Operations, vendor alignment, and feedback loops.
What Makes Me Different
I sit between Support Ops, Business Systems, and Technical Support Engineering.
Systems thinking with hands-on execution
I’ve owned Zendesk as the system expert, designed workflows for support teams, built reporting leaders used to manage performance, trained global teams, and improved how Support gathered evidence before Engineering handoff.
Operationally practical and technically grounded
I do not design systems in a vacuum. I start with how agents, customers, managers, Product, and Engineering actually behave, then design workflows that can be adopted and measured.
Selected Systems
Systems proof, not just project screenshots.
Selected examples showing how I turn unclear process, tooling limitations, and cross-functional friction into systems teams can use.
Standardizing Escalation Severity Across Support and Engineering
Business Outcome
Reduced escalation ambiguity and improved Support-to-Engineering alignment by introducing a shared, objective severity framework.
What I Designed
A weighted severity model based on customer impact, customer tier, users affected, and urgency. The model was embedded into workflows via a JavaScript-based calculator to support consistent application.
Impact
Shifted severity assignment from subjective judgment to shared operational logic, improving prioritization and reducing unnecessary escalations.
Interactive example
Designing End-to-End Support Architecture and Integrations
Business Outcome
Reduced case volume and improved resolution efficiency by redesigning intake, routing, and system integrations across Support, Product, and Engineering.
What I Designed
- Self-service portal and knowledge strategy
- Salesforce integration for account context
- JIRA integration for Engineering visibility
- Skill-based and round-robin routing logic
Impact
Created a scalable support system with improved data quality, faster resolution paths, and stronger cross-functional alignment.
Additional Systems
Redesigning Email Intake into Structured Case Updates
Outcome
Improved intake data quality and reduced resolution time by converting unstructured email submissions into structured updates tied to the original case.
Designed
- Hidden Zendesk form not visible in standard UI
- Dynamic autoresponder link tied to original case
- Automatic ticket ID population
- Structured intake without added user friction
Reducing Duplicate Tickets with Automated Case Consolidation
Outcome
Reduced backlog and improved resolution speed by consolidating multiple tickets into a single source of truth per issue.
Designed
- Email-based case matching
- API-based field mapping across tickets
- Internal note aggregation
- Conditional merge logic
Building Support Observability with Agent Performance Systems
Outcome
Enabled data-driven decision making by providing visibility into performance, backlog health, and defect patterns.
Designed
- First reply and resolution time tracking
- Backlog segmentation
- Agent productivity metrics
- Defect tracking and categorization
Support Systems Toolkit
Reusable assets that show how I think and operate.
These are the kinds of frameworks and templates I use to make support work more consistent, measurable, and trusted across teams.
Escalation Severity Calculator
Interactive example of translating severity criteria into repeatable operational logic.
Support Engineering Escalation Playbook
Intake, reproduction, impact, HAR files, console logs, screenshots, timestamps, and Engineering handoff format.
Incident Report + RCA Templates
Structured incident summary, timeline, customer impact, ownership, next steps, and blameless postmortem format.
HAR / Console Log Checklist
Evidence-gathering checklist to improve escalation quality and reduce avoidable Engineering interruptions.
Support Dashboard Examples
Backlog health, first reply time, resolution time, defect categorization, reopen trends, and performance visibility.
Zendesk Architecture Examples
Forms, fields, triggers, views, Guide, routing, JIRA/Salesforce integration logic, and governance patterns.
Background
A systems operator with support roots.
I bring the perspective of someone who has worked inside real support environments, owned the tooling, trained teams, built workflows, and partnered cross-functionally to reduce friction.
Jonathan J. Scott
Staff-level Support Operations and CRM systems leader focused on escalation governance, Zendesk architecture, analytics, workflow automation, and scalable technical support infrastructure.
Operator First
I understand the friction because I have worked inside it: queues, escalations, inconsistent intake, evidence gaps, and reporting that does not drive action.
Technical Enough to Implement
From Zendesk administration and analytics to JavaScript customization and workflow logic, I can translate operating models into usable systems.
Cross-Functional by Default
I work across Support, Product, Engineering, Customer Success, and Operations to create frameworks all sides can actually use.
Testimonials
What People Say About Working With Me
“Jonathan’s ability to solve complex business issues by creatively utilizing technology was very impressive. He could cut through clutter, identify the root cause, and deliver thoughtful solutions.”
VP of Operations
“He brings a creativity to problem solving that I do not see enough of. He is patient with clients, strong in execution, and constantly sharpening his skills.”
CEO / CTO
“Jonathan developed reports using both JIRA and Zendesk that met complex requirements. He was responsive, insightful, and a quick learner. I highly recommend his system administration and reporting skills.”
Developer Tools Support Engineer, Adobe
Let’s Connect
Hiring for Support Systems ownership?
If you’re hiring for a Staff-level Support Operations role, Support Systems role, or CRM systems position tied to technical support, I’d be glad to talk through where I could add leverage.
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