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# Support Systems Lead

- **Company:** Replit, Inc.
- **Location:** Foster City, CA, United States
- **Experience:** Expert
- **Contract:** Permanent contract
- **Skills:** Application Programming Interfaces (APIs), Software as a Service, Python (Programming Language), Scripting, Macros, Zendesk, Webhooks
- **Published:** September 4, 2026
- **Apply:** https://startup.jobs/support-systems-lead-foster-city-replit-3-9795206

## About the Role

* 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.

## Description

* 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.


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