Support Systems Lead

In This Role You Will:

• Configure and maintain Zendesk and the surrounding support stack, from the day-to-day workflow and automation setup to business rules and permissions, keeping it able to flex and scale as needs change.
• Build and maintain assignment logic, queues, tagging and taxonomy, and escalation paths, keeping them running cleanly as volume and workflows change.
• Set up and maintain support tooling, workflows, and access across internal agents, outsourced vendors, and regions, keeping the systems working for each group as the stack changes.
• 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 before they become bottlenecks, and build the automations, bulk actions, and scripts, including in Replit, that take them out.
• 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.

Required Skills and Experience:

• 5+ years in support operations, support systems, tooling, or a similar technical operations role.
• Hands-on administration of a ticketing platform like Zendesk: building 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

Nice to Have:

• Has used Replit in the last 3 to 6 months.
• Scripting with Python or similar to build automations, bulk actions, and internal tooling.
• Experience standing up self-service or in-product support surfaces.
• Experience making systems work across both BPO and in-house teams.
• Zendesk certification.