Support Systems Lead

Responsibilities

• Configure and maintain Zendesk and the surrounding support stack, including workflows, automations, business rules, permissions, triggers, macros, views, SLAs, routing, groups, and access.
• Build and maintain assignment logic, queues, tagging and taxonomy, and escalation paths.
• Support internal agents, outsourced vendors, and regional teams through reliable tooling and workflows.
• Partner with Engineering on self-service and in-product support surfaces, including entry points, help widgets, and routing.
• Identify repetitive agent and administrator workflows and build automations, bulk actions, scripts, and internal tooling to remove bottlenecks.
• Evaluate support tools and vendors, manage tooling requests, and lead platform migrations when needed.

Requirements

• 5+ years of experience in support operations, support systems, tooling, or a similar technical operations role.
• Hands-on administration of a ticketing platform such as Zendesk.
• Experience building and maintaining SaaS integrations using APIs and webhooks.
• Ability to troubleshoot systems directly and collaborate with engineers on complex technical requirements.
• Strong prioritization and judgment in fast-moving, ambiguous environments.
• Comfort owning cross-functional problems spanning support, tooling, and engineering.

Nice-to-haves

• Recent experience using Replit.
• Python or similar scripting experience for automations, bulk actions, and internal tooling.
• Experience building self-service or in-product support surfaces.
• Experience supporting both BPO and in-house teams.
• Zendesk certification.

Compensation and Benefits

• Competitive salary and equity.
• 401(k) program with a 4% match in the United States.
• Health, dental, vision, and life insurance.
• Short- and long-term disability coverage.
• Paid parental, medical, and caregiver leave.
• Flexible time off and holidays.
• Commuter benefits in-office and in the United States.
• Monthly wellness stipend.
• Autonomous work environment.
• In-office setup reimbursement.
• Quarterly team gatherings.
• In-office amenities.