Systems Administrator, Operations
Job Description
About Faire
Faire is a technology wholesale platform built on the belief that the future is local. Independent retailers around the globe collectively represent a multi-hundred-billion-dollar wholesale market that has historically been fragmented and offline. At Faire, we're using the power of tech, data, and machine learning to connect this thriving community of entrepreneurs across the globe. Picture your favorite boutique in town — we help them discover the best products from around the world to sell in their stores. With the right tools and insights, we believe that we can level the playing field so businesses can grow and local communities can thrive.
We’re looking for smart, resourceful and passionate people to join us as we power the shop local movement. If you believe in community, come join ours.
About this role
As the Systems Administrator, Operations, you’ll play a critical role in improving stability, cost efficiency, and customer experience across Risk, CX, and Marketplace Operations as our workflows and system complexity grow. You’ll lead high-impact systems work—from routing, to integrations, to automations, to ticket enrichment. This is a highly technical, hands-on-role that bridges AI, Operations, and platform development to create a seamless, intelligent experience for our teams.
We’re looking for a hands-on systems builder, who is equal parts AI builder, Zendesk expert, and systems integrator, who can design with vision, execute with speed, and collaborate with empathy.
What you’ll do
- Design, build and manage case management routing in Zendesk (or similar), including complex workflow logic, SLAs, escalations, and operational controls.
- Build and maintain reliable integrations between case management tooling, snowflake using iPaas tools , webhooks etc
- Own platform health by monitoring data sync fidelity between Ops tools and backend systems; proactively troubleshoot issues and outages.
- Implement case enrichment to give agents better context from back end tools and reduce manual investigation.
- Own end to testing and deployment, and stand up robust monitoring systems to identify issues
- Guide and uphold development best practices to ensure high-quality implementations, and stable integrations
- Drive adoption of major platform changes through clear enablement and stakeholder partnership.
- Serve as a bridge between technical and non-technical stakeholders—translating complex requirements into usable systems.
- Support broader Ops strategy through thoughtful system design, Ops UX enhancements, and AI-first process optimization.
Qualifications
- 3–5 years business / ps systems experience in a SaaS, high-growth, and/or B2B environment.
- Proven ownership of routing and automation in Zendesk (or another case management platform).
- Proven ownership of integrations (APIs/webhooks and/or iPaaS like Workato/Hightouch), including operating in production and debugging failures.
- Strong SQL skills used to validate data quality, investigate sync issues, and reason about end-to-end data flows (Snowflake a plus).
- Track record of translating business needs into scalable system solutions and driving work from concept to adoption.
- Able to manage multiple priorities, navigate ambiguity, and execute independently.
- Experience leading a migration or large-scale workflow change with minimal disruption.
Nice to have
- Familiarity with LLM-powered tooling for classification, tagging, or workflow automation—and an intuition for where AI meaningfully improves ops vs. adds complexity.
- Scripting ability in Python or JavaScript for lightweight automation or data manipulation tasks.
- Prior experience working in or closely alongside a Support, CX, or Marketplace Operations team.
- Familiarity with job orchestration concepts—dependencies, retries, alerting—for scheduled syncs and data pipelines.
Salary Range
Kitchener-Waterloo: the pay range for this role is $107,500 to $148,000per year.
This role will also be eligible for equity and benefits. Actual base pay will be determined based on permissible factors such as transferable skills, work experience, market demands, and primary work location. The base pay range provided is subject to change and may be modified in the future.
Hybrid Faire employees currently go into the office 3 days per week on Tuesdays, Thursdays, and a third flex day of their choosing (Monday, Wednesday, or Friday). Additionally, hybrid in-office roles will have the flexibility to work remotely up to 4 weeks per year. Specific Workplace and Information Technology positions may require onsite attendance 5 days per week as will be indicated in the job posting.
Why you’ll love working at Faire
- Move fast: You'll own meaningful problems that serve customers around the globe with the agency to move fast and see your results clearly.
- Equipped to scale: We invest in what matters, including the latest enterprise AI tools, to help you work smarter and get more out of every day.
- Best in class: Our team is full of sharp, kind, and generous colleagues who care about their craft and about helping you grow in yours.
- Real rewards. Competitive pay, equity, and comprehensive benefits designed to support your life inside and outside of work.
- Belonging: We're intentional about building an environment where every Faire employee has equal access to opportunities, growth, and success.
Faire was founded in 2017 by a team of early product and engineering leads from Square. We’re backed by some of the top investors in retail and tech including: Y Combinator, Lightspeed Venture Partners, Forerunner Ventures, Khosla Ventures, Sequoia Capital, Founders Fund, and DST Global. We have headquarters in San Francisco and Kitchener-Waterloo, and a global employee presence across offices in Toronto, London, and New York. To learn more about Faire and our customers, you can read more on our blog.
Faire provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity or gender expression.
Faire is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. Accommodations are available throughout the recruitment process and applicants with a disability may request to be accommodated throughout the recruitment process. We will work with all applicants to accommodate their individual accessibility needs. To request reasonable accommodation, please fill out our Accommodation Request Form (https://bit.ly/faire-form)
Privacy
For information about the type of personal data Faire collects from applicants, as well as your choices regarding the data collected about you, please visit Faire’s Privacy Notice (https://www.faire.com/privacy)