# Support Systems Lead

**Company:** [Replit](https://hotfix.jobs/companies/replit)
**Location:** New York, NY
**Role:** Support Engineering
**Experience:** 5+ years
**Skills:** Zendesk, APIs, Webhooks, Python, Automation, Saas Integrations, Ticket Routing, Self-Service Support, Support Tooling, Slas
**Posted:** 2026-08-28

> Own and scale Replit’s support systems, including Zendesk administration, tooling, automations, integrations, and self-service support surfaces. The role requires 5+ years in support systems or technical operations and strong cross-functional collaboration with Engineering.

## Job Description

## 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.

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