Support Systems Lead - Scale & Automate AI-Driven Help

Neura Market; Northern, Foster City (KY, CA); Hybrid; USD 140,000 - 180,000; Full time

Benefits offered by this job

Health, Dental, Vision and Life Ins.

401(k) Program with 4% match

In-office only (Foster City, CA)

Job summary

Replit is seeking a Support Systems Lead to design and own the systems that scale our support as fast as the product. You’ll manage Zendesk, automation, and the self-service/in-product support stack, partnering with Eng and vendor teams.

In this role you’ll translate complex requirements into reliable infrastructure, reducing bottlenecks and enabling AI-driven support across regions while growing with the team.

Qualifications

• 5+ years in support operations, support systems, tooling, or a similar technical operations role.
• Hands-on administration of Zendesk: triggers and automations, macros, views, and SLAs, and managing routing, groups, and permissions.
• Experience building and maintaining integrations across SaaS tools using APIs and webhooks.
• Comfortable troubleshooting directly and working with engineers on more complex system needs.
• Strong judgment about prioritization in fast-moving, sometimes ambiguous environments.
• Comfort taking on cross-functional problems, including ones that sit between support, tooling, and engineering

Responsibilities

• Configure and maintain Zendesk and the surrounding support stack for scalable workflows.
• Build and maintain assignment logic, queues, tagging, taxonomy, and escalation paths.
• Set up and maintain support tooling across internal agents, outsourced vendors, and regions.
• Partner with Engineering on the technical requirements for self-service and in-product support surfaces, and build the entry points, help widgets, and routing behind them.
• Spot the repetitive steps in agent and admin workflows and build automations, bulk actions, and scripts.
• Take in tooling and systems requests from across support, run tool and vendor evaluations for the support stack, and lead a migration if we change platforms.

Skills

Experience in support ops

Zendesk administration

API integrations

Troubleshooting

Prioritization

Cross-functional collaboration

Tools

Python scripting

Zendesk certification

Job description

Replit is seeking a Support Systems Lead to design and own the systems that scale our support as fast as the product. You’ll manage Zendesk, automation, and the self-service/in-product support stack, partnering with Eng and vendor teams.

In this role you’ll translate complex requirements into reliable infrastructure, reducing bottlenecks and enabling AI-driven support across regions while growing with the team.