Support Systems Lead - Scale AI-Driven Support & Automation

Neura Market; New York, Northern (NY, KY); Hybrid; USD 110,000 - 170,000; Full time

Benefits offered by this job

Competitive Salary & Equity

401(k) with 4% match (US)

Health, Dental, Vision & Life Ins.

Paid Parental, Medical, CaregiverLeave

Flexible Time Off + Holidays

Commuter Benefits (In-Office)

Monthly Wellness Stipend

Autonomous Work Environment

In Office Amenities

Job summary

Replit is looking for a Support Systems Lead to design and own the systems that scale our customer support as the product grows. You will configure Zendesk, build routing, and partner with Engineering on self-service and AI-driven support.

This role is individual contributor now with potential to expand into a team. The position emphasizes hands-on setup, automation, and cross-functional collaboration across support, tooling and engineering, in a fast‑moving environment that values

Qualifications

• 5+ years in support operations or technical support roles.
• Experience administering Zendesk including triggers, automations, macros, views and SLAs.
• Experience building integrations using APIs and webhooks.
• Comfortable troubleshooting directly and collaborating with engineers on complex needs.
• Strong prioritization in fast-moving, ambiguous environments.
• Cross-functional problem solving across support, tooling and engineering.

Responsibilities

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

Skills

5+ years exp in support ops

Zendesk admin

APIs & webhooks

Troubleshooting

Prioritization

Cross-functional collaboration

Job description

Replit is looking for a Support Systems Lead to design and own the systems that scale our customer support as the product grows. You will configure Zendesk, build routing, and partner with Engineering on self-service and AI-driven support.

This role is individual contributor now with potential to expand into a team. The position emphasizes hands-on setup, automation, and cross-functional collaboration across support, tooling and engineering, in a fast‑moving environment that values