Support Systems Lead
Replit is an agentic AI software-creation platform for creating, launching, and growing apps, websites, tools, and businesses through natural language.
Funding history
About Replit
Replit combines an AI agent with integrated application infrastructure—including authentication, databases, hosting, monitoring, integrations, and enterprise controls—to let users build and deploy software from one workspace.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will own and improve the support technology stack, including workflows, automations, routing, permissions, and integrations. You will partner with engineering on self-service support surfaces, remove operational bottlenecks through scripts and bulk actions, and evaluate tools and vendors.
Requirements
- 5+ years in support operations, support systems, tooling, or a similar technical operations role
- Ticketing-platform administration, including triggers, automations, macros, views, SLAs, routing, groups, and permissions
- Experience building SaaS integrations using APIs and webhooks
- Troubleshooting skills and ability to work with engineers on complex system needs
- Prioritization in fast-moving and ambiguous environments
- Cross-functional problem-solving across support, tooling, and engineering
Responsibilities
- Configure and maintain Zendesk and the support stack
- Build and maintain assignment logic, queues, taxonomy, and escalation paths
- Maintain support tooling, workflows, and access across agents, vendors, and regions
- Partner with Engineering on self-service and in-product support surfaces
- Build automations, bulk actions, and scripts to remove bottlenecks
- Evaluate support tools and vendors and lead platform migrations
Benefits
- Equity
- 401(k) program with a 4% match
- Health, dental, vision, and life insurance
- Short-term and long-term disability
- Paid parental, medical, and caregiver leave
- Flexible time off and holidays
- Commuter benefits
- Monthly wellness stipend
- In-office setup reimbursement
- Quarterly team gatherings
- In-office amenities