Support Systems Lead - Scale Support with AI & Automation

United States Digital Space LLC; United States; Remote; USD 120,000 - 180,000; Full time

Benefits offered by this job

Competitive Salary & Equity

401(k) Program with 4% match (US Only)

Health, Dental, Vision and Life

Paid Parental, Medical, CaregiverLeave

Flexible Time Off

Commuter Benefits

Wellness Stipend

Job summary

United States Digital Space LLC in NYC is seeking a Support Systems Lead to own and scale the tools our support team relies on. You’ll configure Zendesk, automate workflows, and ensure self-service and AI-driven support stay current as the product grows.

You’ll partner with Engineering and Operations to design entry points, routing, and integrations, spot bottlenecks, and drive migrations when platforms change.

Qualifications

• 5+ years in support operations or similar technical operations
• Hands-on administration of Zendesk: triggers, automations, macros, views, SLAs
• Experience building integrations across SaaS tools using APIs and webhooks
• Comfortable troubleshooting directly and with engineers on complex needs
• Strong judgment about prioritization in fast-moving, ambiguous environments
• Cross-functional problems between support, tooling and engineering

Responsibilities

• Configure and maintain Zendesk and surrounding support stack, from day-to-day workflows to 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 requirements for self-service and in-product support, and build entry points and routing
• Spot repetitive steps in agent/admin workflows and build automations, bulk actions, and scripts
• Lead tool/vendor evaluations and migration if platform changes

Skills

Zendesk admin

Integrations via APIs

Troubleshooting with engineers

Prioritization in ambiguity

Cross-functional collaboration

Tooling ownership

Tools

Zendesk

Job description

United States Digital Space LLC in NYC is seeking a Support Systems Lead to own and scale the tools our support team relies on. You’ll configure Zendesk, automate workflows, and ensure self-service and AI-driven support stay current as the product grows.

You’ll partner with Engineering and Operations to design entry points, routing, and integrations, spot bottlenecks, and drive migrations when platforms change.