AI-Driven Support Systems Lead – Scale & Automate

Replit; Northern, Foster City (KY, CA); Hybrid; USD 120,000 - 160,000; Full time

Benefits offered by this job

Health insurance

401(k) match

In-office setup reimbursement

Quarterly team gatherings

Commuter benefits

Job summary

Replit is the agentic software creation platform that enables anyone to build applications using natural language. 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.

Qualifications

• 5+ years in support operations or a technical operations role.
• Hands-on Zendesk administration: triggers, automations, macros, SLAs.
• Experience building integrations with APIs and webhooks.
• Ability to troubleshoot with engineers in ambiguous environments.
• Strong prioritization in fast-moving, sometimes ambiguous environments.
• Cross-functional collaboration between support, tooling, and engineering.

Responsibilities

• Configure and maintain Zendesk and the surrounding support stack to scale with the product.
• Build and maintain assignment logic, queues, tagging and taxonomy, and escalation paths.
• Set up and maintain support tooling, workflows, and access across internal agents, vendors, and regions.
• Partner with Engineering on self-service and in-product support surfaces and build entry points and routing.
• Automate repetitive steps and build scripts to unblock agents and admins.
• Lead tool and vendor evaluations and migrations when platform changes are needed.

Skills

5+ years in support operations

Troubleshooting with engineers

Strong prioritization in fast-moving,/

Tools

Zendesk

APIs & webhooks

Python scripting

Job description

Replit is the agentic software creation platform that enables anyone to build applications using natural language. 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.