Support Systems Lead (NYC)
Remote • NYC (SoHo) • FullTime
Posted 16d ago
About the job
Replit is seeking a Support Systems Lead to build and own the systems that enable support to scale alongside the product. This role involves managing the tools used by the support team, the technical infrastructure for self-service and AI-driven support, and ensuring these systems remain current with product updates. The ideal candidate will combine technical expertise with systems thinking to ensure users can get unblocked efficiently, whether through self-service, AI agents, or human support. This is an individual contributor role with potential for team growth.
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.
- Manage tooling and systems requests from the support team, evaluate vendors, 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 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)