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Replit is an AI-driven software creation platform that democratizes application development through natural language interfaces. As Support Systems Lead, you'll own the technical infrastructure that enables support to scale alongside rapid product growth.
You'll be responsible for configuring and maintaining Zendesk and the broader support stack, including workflow automation, business rules, permissions, and escalation paths. You'll build and maintain assignment logic, queues, tagging taxonomy, and ensure systems work seamlessly across internal agents, outsourced vendors, and regions.
Key responsibilities include partnering with Engineering on technical requirements for self-service and in-product support surfaces, designing entry points and help widgets with proper routing logic. You'll identify repetitive workflows before they become bottlenecks and build automations, bulk actions, and scripts (including in Replit) to eliminate manual steps. You'll also evaluate support tooling and vendors, lead platform migrations when needed, and manage cross-functional requests from the support team.
This is an individual contributor role with growth potential to build and lead a team as support scales. You'll operate in a fast-moving, sometimes ambiguous environment, combining hands-on technical depth with systems thinking to keep builders unblocked through self-service, AI agents, or direct support.
Required: 5+ years in support operations, support systems, tooling, or technical operations. Hands-on Zendesk administration experience (triggers, automations, macros, views, SLAs, routing, groups, permissions). Experience building and maintaining SaaS integrations via APIs and webhooks. Comfortable troubleshooting directly and collaborating with engineers. Strong prioritization judgment in fast-moving environments.
Nice to have: Recent Replit usage, Python or similar scripting, self-service/in-product support experience, BPO and in-house team coordination, Zendesk certification.
