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Replit is seeking a Support Systems Lead to build and own the systems that enable support to scale alongside rapid product growth. This is a hands-on individual contributor role with growth potential to manage a team as the function expands.
You will own the technical infrastructure powering Replit's support operations, including Zendesk configuration, automation, and integrations. Key responsibilities include: configuring and maintaining Zendesk workflows, automation, business rules, and permissions; building and maintaining assignment logic, queues, tagging taxonomy, and escalation paths; setting up support tooling and access across internal agents, outsourced vendors, and regions; partnering with Engineering on technical requirements for self-service and in-product support surfaces; identifying repetitive workflows and building automations and scripts to eliminate bottlenecks; and evaluating support stack tools and leading platform migrations.
You'll operate at the intersection of support, tooling, and engineering, turning ad hoc fixes into scalable infrastructure. The role requires hands-on technical depth combined with systems thinking to keep builders unblocked through self-service, AI agents, or human support.
Required: 5+ years in support operations, support systems, tooling, or technical operations; hands-on Zendesk administration (triggers, automations, macros, views, SLAs, routing, groups, permissions); experience building and maintaining SaaS integrations using APIs and webhooks; comfort troubleshooting and collaborating with engineers; strong prioritization judgment in ambiguous, fast-moving environments; ability to tackle cross-functional problems.
Nice to have: recent Replit usage; Python or similar scripting; experience with self-service or in-product support; BPO and in-house team coordination; Zendesk certification.
Full-time, hybrid role based in Foster City with Monday/Wednesday/Friday in-office requirement. Competitive salary, equity, 401(k) match, comprehensive health benefits, flexible time off, and quarterly team gatherings.
