Support Systems Lead (Foster City)
Remote • Foster City, CA • FullTime
Posted 16d ago
About the job
Replit is seeking a Support Systems Lead to build and manage the systems that enable support to scale alongside the product. This role will own the tools used by the support team, the technical infrastructure for self-service and AI-driven support, and ensure these systems remain current. You will play a key role in adapting support systems to new products, features, and AI-assisted workflows, transforming ad hoc solutions into robust infrastructure. This individual contributor role offers the potential to grow and build a team as support operations expand.
Responsibilities
- Configure and maintain Zendesk and the surrounding support stack, including workflow, automation, business rules, and permissions.
- Build and maintain assignment logic, queues, tagging, taxonomy, and escalation paths.
- Set up and maintain support tooling, workflows, and access for internal agents, outsourced vendors, and different regions.
- Partner with Engineering on technical requirements for self-service and in-product support, building necessary entry points and routing.
- Identify and automate repetitive agent and admin workflows to prevent bottlenecks.
- Evaluate and select tools and vendors for the support stack, and lead platform migrations if necessary.
Requirements
- 5+ years in support operations, support systems, tooling, or a similar technical operations role.
- Hands-on administration of a ticketing platform like Zendesk, including triggers, automations, macros, views, SLAs, routing, groups, and permissions.
- Experience building and maintaining integrations across SaaS tools using APIs and webhooks.
- Comfortable troubleshooting systems directly and collaborating with engineers on complex needs.
- Strong judgment for prioritization in fast-moving and ambiguous environments.
- Ability to take on cross-functional problems spanning support, tooling, and engineering.
Benefits
- Competitive Salary & Equity
- 401(k) Program with a 4% match (US Only)
- Health, Dental, Vision and Life Insurance
- Short Term and Long Term Disability
- Paid Parental, Medical, Caregiver Leave
- Flexible Time Off (FTO) + Holidays
- Commuter Benefits (In-Office & US Only)
- Monthly Wellness Stipend
- Autonomous Work Environment
- In Office Set-Up Reimbursement (In-Office Only)
- Quarterly Team Gatherings
- In Office Amenities (In-Office Only)