Lead, Support Systems & Automation

Replit; EE. UU.; Presencial; USD 120.000 - 190.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Remote-first

Flexible hours

Health insurance

Home office stipend

Monthly stipend

Disability insurance

Parental leave

Equity

401k

Commuter benefits

Flexible PTO

Descripción de la vacante

Replit in the United States is seeking a Support Systems Lead who will design and own the infrastructure that scales our support as the product grows. You’ll own the tools, self-service, and AI-driven support that keep agents productive and customers satisfied.

You’ll collaborate with Engineering to define requirements, automate workflows, and migrate platforms, with a remote-first, flexible environment. This is an individual contributor role with room to grow into a larger team as support

Formación

• 5+ years in support operations, support systems, tooling, or a similar technical operations role.
• Experience building integrations across SaaS tools using APIs and webhooks.
• Hands-on administration of Zendesk: triggers, automations, macros, views, SLAs, routing, groups, permissions.
• Strong judgment about prioritization in fast-moving, sometimes ambiguous environments.
• Experience standing up self-service or in-product support surfaces.
• Experience working across both BPO and in-house teams.
• Scripting with Python or similar to build automations and internal tooling.
• Has used Replit in the last 3 to 6 months.

Responsabilidades

• Own and scale the support systems and tooling to match product growth.
• Configure and maintain Zendesk and the surrounding support stack, including workflows, rules, and permissions.
• Build and maintain assignment logic, queues, tagging, taxonomy, and escalation paths.
• Set up tooling across agents, outsourced vendors, and regions to keep the stack reliable.
• Partner with Engineering on self-service and in-product support surfaces and their entry points.
• Identify bottlenecks and implement automations, bulk actions, and scripts across the stack.
• Lead migration efforts if a platform change is required.

Conocimientos

Cross-functional

Prioritization

Troubleshooting

Automation mindset

Herramientas

Zendesk

APIs & Webhooks

Python scripting

Descripción del empleo

Replit in the United States is seeking a Support Systems Lead who will design and own the infrastructure that scales our support as the product grows. You’ll own the tools, self-service, and AI-driven support that keep agents productive and customers satisfied.

You’ll collaborate with Engineering to define requirements, automate workflows, and migrate platforms, with a remote-first, flexible environment. This is an individual contributor role with room to grow into a larger team as support