Support Operations Systems Lead

What you'll do

• Own day-to-day operations for core support systems, including ticketing workflows, routing, queues, labels, taxonomy, escalations, and related tooling.
• Triage urgent operational issues as they arise, especially when system behavior, workforce distribution, queue health, or SLA risk looks off.
• Manage intake, prioritization, and follow-through for systems requests from support managers, TSEs, operations leads, engineering, product, and other internal teams.
• Help maintain the team's roadmap by distinguishing one-off fixes from broader system improvements, surfacing recurring pain points, and pushing back on low-leverage work.
• Drive smaller technical and operational programs end-to-end, being responsible for discovery, scoping and execution, rollout, documentation and success metrics.
• Partner with engineering, data, IT, and support leaders to debug issues, validate changes, improve monitoring, and prevent repeat failures.
• Use Cursor and AI-native workflows to reduce manual toil, investigate issues, summarize signals, draft documentation, test changes, and improve how the team operates.

You may be a fit if

• You have experience in support operations, systems operations, technical program management, or a similarly cross-functional technical systems role.
• You are comfortable working close to operational systems such as ticketing platforms, routing workflows, queue configuration, labels/taxonomies, dashboards, Slack workflows, and internal tools.
• You are technical enough to investigate system issues, read configuration or code, and partner effectively with engineers, even if you are not primarily a software engineer.
• You are excellent at triage and prioritization: when several things are broken or ambiguous, you can quickly determine what is urgent, what needs investigation, what needs escalation, and what should become a longer-term fix.
• You can own work end to end: clarify the problem, align stakeholders, sequence the work, communicate tradeoffs, launch safely, and measure whether the change worked.
• You are comfortable pushing back thoughtfully and can tell stakeholders "not yet," "not this way," or "this should be part of a broader fix" while maintaining trust.
• You are energized by a role that blends firefighting with systems-building, and you have a strong bias toward action, clarity, and continuous improvement.