Support Systems Lead — AI-Driven Help (NYC)

Showcify

United States

Remote

USD 120,000 - 160,000

Full time

14 days+

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Benefits offered by this job

Health benefits

401(k) match

Parental leave

Flexible time off

Commuter benefits

Wellness stipend

Job summary

Replit is seeking a Support Systems Lead to own the systems that enable support to scale with the product. You will configure Zendesk, build automation, and define the tooling and workflows used by agents and regions.

The role emphasizes hands-on administration, API integrations, and partnerships with Engineering to develop self-service and in-product support surfaces. This is a full-time, in-office role based in NYC.

Qualifications

5+ years in support operations or technical support roles.
Hands-on Zendesk administration with triggers, automations, macros.
Experience building integrations via APIs and webhooks.
Ability to troubleshoot with engineers on complex needs.
Strong prioritization in fast-moving environments.
Experience handling cross-functional issues between support, tooling, and engineering.

Responsibilities

Configure and maintain Zendesk and the surrounding support stack.
Build and maintain assignment logic, queues, tagging and escalation paths.
Set up support tooling and access across internal agents, outsourced vendors, and regions.
Partner with Engineering on the technical requirements for self-service and in-product support surfaces.
Spot repetitive steps in agent and admin workflows and build automations and scripts.
Lead tool and vendor evaluations and migrations if platforms change.