Support Systems Lead (NYC)

Job description

Replit is the agentic software creation platform that enables anyone to build applications using natural language. With millions of users worldwide, Replit is democratizing software development by removing traditional barriers to application creation. As a Support Systems Lead at Replit, you'll build and own the systems that let support scale as fast as the product does. You'll own the tools our team works in every day, the technical setup behind self-service and AI-driven support, and the infrastructure that keeps all of it current as Replit ships. Replit is at the forefront of AI-driven software development, and how we support customers is constantly evolving. You'll shape how our support systems adapt to new products, new surfaces, and AI-assisted workflows, operating effectively in ambiguity and turning ad hoc fixes into infrastructure the whole team can rely on. You'll combine hands-on technical depth with systems thinking to keep builders moving, whether they get unblocked through self-service, an AI agent, or a person. This is an individual contributor role to start, with room to grow and build out a team as support scales. ## **IN THIS ROLE YOU WILL:** - Configure and maintain Zendesk and the surrounding support stack, from the day-to-day workflow and automation setup to business rules and permissions, keeping it able to flex and scale as needs change. - Build and maintain assignment logic, queues, tagging and taxonomy, and escalation paths, keeping them running cleanly as volume and workflows change. - Set up and maintain support tooling, workflows, and access across internal agents, outsourced vendors, and regions, keeping the systems working for each group as the stack changes. - Partner with Engineering on the technical requirements for self-service and in-product support surfaces, and build the entry points, help widgets, and routing behind them. - Spot the repetitive steps in agent and admin workflows before they become bottlenecks, and build the automations, bulk actions, and scripts, including in Replit, that take them out. - Take in tooling and systems requests from across support, run tool and vendor evaluations for the support stack, and lead a migration if we change platforms. ## **REQUIRED SKILLS AND EXPERIENCE:** - 5+ years in support operations, support systems, tooling, or a similar technical operations role. - Hands-on administration of a ticketing platform like Zendesk: building triggers and automations, macros, views, and SLAs, and managing routing, groups, and permissions. - Experience building and maintaining integrations across SaaS tools using APIs and webhooks. - Comfortable troubleshooting directly and working with engineers on more complex system needs. - Strong judgment about prioritization in fast-moving, sometimes ambiguous environments. - Comfort taking on cross-functional problems, including ones that sit between support, tooling, and engineering ## **NICE TO HAVE:** - Has used Replit in the last 3 to 6 months. - Scripting with Python or similar to build automations, bulk actions, and internal tooling. - Experience standing up self-service or in-product support surfaces. - Experience making systems work across both BPO and in-house teams. - Zendesk certification. *This is a full-time role that can be held from our NYC office. This role has an in-office requirement.* **Full-Time Employee Benefits Include:** 💰 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*) **Want to learn more about what we are up to?** - [Self-driving Company](https://replit.com/blog/self-driving-company) - [Replit Agent at Scale](https://replit.com/blog/evaluating-and-improving-agent-at-scale) - [AI Adoption](https://replit.com/blog/ai-adoption) - [Build Open-Source Apps](https://replit.com/build/open-source-app-builder) **Interviewing + Culture at Replit** - [Operating Principles](https://blog.replit.com/operating-principles) - [Reasons not to work at Replit](https://blog.replit.com/reasons-not-to-join-replit) To achieve our mission of making programming more accessible around the world, we need our team to be representative of the world. We welcome your unique perspective and experiences in shaping this product. We encourage people from all kinds of backgrounds to apply, including and especially candidates from underrepresented and non-traditional backgrounds.