Zapier Support

Zapier Support Specialist (Contract) — Job Description

Location: Remote - UK

Engagement type: Contract, part-time — 2 days/week - 8 weeks maximum/16days total

Seniority: Senior / specialist-level (hands-on, not team-lead)

About Rad Hires

Rad Hires connects high-performing talent with ambitious teams that move fast and build things that matter. We partner with lean, client-driven organizations to find people who own outcomes, raise the bar, and make a real difference — not just fill a seat.

About the company

Our client is a global design and technology company delivering a multi-phase digital transformation programme for one of its own clients, and is bringing in a Zapier specialist for delivery capacity. The end client is a UK-based group running multiple consumer-facing brands, with a live Zapier estate that handles their recruitment and application workflows end to end. Full detail on that client is shared under NDA once engaged.

About the role

This is a hands-on support engagement on a live, production Zapier estate — roughly 30 Zaps built over time by a previous developer, running daily with real applicant data flowing through it continuously. The estate is complex: paths, loops, sub-Zaps, webhooks, Zapier Tables, and Code by Zapier steps calling external APIs directly, connected to Jotform Enterprise, a CRM (GoHighLevel), a case-management system via REST API, Outlook, SQL Server, and Bitly. Documentation is limited, so part of the job is leaving the estate better understood than you found it — not just closing tickets.

What you'll do

- Work an open ticket backlog of reported faults and support requests, prioritized with the team

- Diagnose issues to root cause using Zap history, run data, and connected systems' APIs — not trial and error against production

- Fix, verify, and validate: every closure needs a demonstrated end-to-end test plus a short written note of cause, fix, and evidence

- Recover missed or unprocessed data where a fault caused it (replays, resubmissions, backfills), in coordination with the team

- Respond to new issues raised during the engagement window and take on small enhancement requests as capacity allows

- Make sure error notifications and auto-pause alerts on critical Zaps reach a monitored mailbox

- Flag — and where agreed, fix — fragile patterns encountered while working tickets (hard-coded credentials, silent failure paths, missing error handling)

- Deliver a concise runbook by the end of the engagement: what each critical Zap does, its dependencies, known failure modes, and the recovery procedures used

- Run a handover session in the final week

What we look for

- Real experience running complex, multi-app Zapier estates in production — Code by Zapier, webhooks, sub-Zaps, Zapier Tables, and direct REST API work

- A methodical diagnostic approach: establishing root cause with evidence before touching a live system, not experimenting on production

- Comfortable with disciplined change control — small, verified, single-field changes over broad refactors

- Experience with any of Jotform Enterprise, GoHighLevel, or Microsoft 365 is a plus

- Zapier Certified Expert status is welcome but not required

Signals we love

- You've done rescue or stabilization work on someone else's automation estate before, not just built your own from scratch

- You default to writing things down — the kind of person who'd write the runbook even if nobody asked

- You're comfortable working carefully around sensitive data (this estate touches applicants' personal data, including safeguarding-related information) and won't cut corners on data handling

This role might not be for you if

- You'd rather rebuild than diagnose and fix in place

- You're not comfortable working to someone else's process and reporting cadence (daily written update, single point of contact, blockers raised immediately)

Logistics

- Delivered white-label; contracted through and managed by our client, not the end client directly

- Daily written update required: tickets progressed, evidence, blockers, next steps

- Compensation: day rate, to be discussed

- All access via named accounts under NDA; credentials encountered in the estate can't be reused or stored elsewhere