AI-Driven Support Systems Lead

Replit; New York, Northern (NY, KY); Hybrid; USD 120,000 - 180,000; Full time

Benefits offered by this job

Competitive Salary & Equity

401(k) Program with a 4% match (US)

Health, Dental, Vision and Life

Short Term and Long Term Disability

Paid Parental, Medical, CaregiverLeave

Flexible Time Off (FTO) + Holidays

Commuter Benefits (In-Office & US Only

Monthly Wellness Stipend

Autonomous Work Environment

In Office Set‑Up Reimbursement (In-Off

Quarterly Team Gatherings

In Office Amenities (In-Office Only)

Job summary

Replit is seeking a Support Systems Lead to design and own the tools that let support scale with our rapidly growing product. You will configure Zendesk, automate workflows, and manage the tech backbone behind self‑service and AI‑driven support.

You’ll partner with Engineering on requirements, build entry points, and drive system improvements to unblock teams. This role is NYC‑based with growth potential in leading a future team.

Qualifications

• 5+ years in support operations, systems, tooling, or similar technical role.
• Hands-on Zendesk admin: triggers, automations, macros, views, SLAs, routing.
• Experience building integrations across SaaS using APIs and webhooks.
• Troubleshooting directly and collaborating with engineers on complex needs.
• Strong prioritization in fast-moving, ambiguous environments.
• Cross-functional problem solving between support, tooling, and engineering.

Responsibilities

• Configure and maintain Zendesk and surrounding support stack to scale with product.
• Build and maintain assignment logic, queues, tagging, taxonomy, and escalation paths.
• Set up support tooling and access across agents, vendors, and regions.
• Partner with Engineering on self-service and in-product support surfaces.
• Identify bottlenecks and build automations and bulk actions.
• Lead tooling evaluations and migrations when platforms change.

Skills

Zendesk administration

Automation & triggers

Macros & views

SLA & routing management

Cross-functional collaboration

Troubleshooting with eng teams

Prioritization in ambiguity

Tools

Zendesk

APIs & webhooks

Python scripting

Job description

Replit is seeking a Support Systems Lead to design and own the tools that let support scale with our rapidly growing product. You will configure Zendesk, automate workflows, and manage the tech backbone behind self‑service and AI‑driven support.

You’ll partner with Engineering on requirements, build entry points, and drive system improvements to unblock teams. This role is NYC‑based with growth potential in leading a future team.