# Support Operations Systems Lead

**Company:** [Cursor](https://hotfix.jobs/companies/cursor)
**Location:** Remote
**Role:** Revenue Operations
**Skills:** Ticketing Platforms, Workflow Automation, Queue Management, Dashboarding, Slack Workflows, Internal Tooling, Triage And Prioritization, Systems Configuration, Cross-Functional Collaboration, Ai-Native Workflows
**Posted:** 2026-05-27

> Own day-to-day operations for support systems including ticketing, routing, queues, and tooling. Triage operational issues, manage internal requests, and drive technical improvements end-to-end.

## Job Description

## 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.

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**Apply:** https://hotfix.jobs/jobs/354e93d8-c198-45c0-9f86-3c4c8d872391
**Canonical:** https://hotfix.jobs/jobs/354e93d8-c198-45c0-9f86-3c4c8d872391