Support Systems Lead (Foster City)

Replit
United States
Workplace: HybridFull timeFunction: Administration & Executive AssistanceExperience: 5+ yearsSkills: ["Systems thinking","Troubleshooting","Judgment","Prioritization","Cross-functional collaboration"]

Own the systems that help support scale with Replit’s product growth. Lead the technical setup behind self-service and AI-driven support, including Zendesk administration, automation, routing, tagging, and escalation paths. Build support tooling and in-product entry points, partner with Engineering on self-service surfaces, and turn repetitive workflows into durable automations, scripts, and bulk actions while troubleshooting and prioritizing in ambiguity.

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FursaFursa
Replit
Replit
1 week ago

Support Systems Lead (Foster City)

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Last checked: 9 hours agoStatus: Live

Job Summary

Own the systems that help support scale with Replit’s product growth. Lead the technical setup behind self-service and AI-driven support, including Zendesk administration, automation, routing, tagging, and escalation paths. Build support tooling and in-product entry points, partner with Engineering on self-service surfaces, and turn repetitive workflows into durable automations, scripts, and bulk actions while troubleshooting and prioritizing in ambiguity.
Location: United States
Workplace: Hybrid
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Mid level

Key Responsibilities

  • •Configure and maintain Zendesk and the surrounding support stack, including workflow, automation, and business rules/permissions.
  • •Build and maintain assignment logic, queues, tagging/taxonomy, and escalation paths as volume and workflows change.
  • •Set up and maintain support tooling, workflows, and access across internal agents, outsourced vendors, and regions.
  • •Partner with Engineering on technical requirements for self-service and in-product support surfaces, including routing and help widgets.
  • •Identify repetitive steps and create automations, bulk actions, scripts, and internal tooling; lead support stack migrations when platforms change.

Pay and Benefits

Perks:401kHealth InsuranceDentalVisionLife InsuranceDisabilityPaid ParentalFlexible TimeWellness Stipend

Key Requirements

  • •5+ years in support operations, support systems, tooling, or a similar technical operations role.
  • •Hands-on administration of Zendesk, including triggers/automations, macros, views, SLAs, and routing, groups, and permissions.
  • •Experience building and maintaining integrations across SaaS tools using APIs and webhooks.
  • •Comfort troubleshooting complex system needs and partnering with engineers.
  • •Strong judgment for prioritization in fast-moving, ambiguous environments.
Experience:5+ years
Skills:Systems thinkingTroubleshootingJudgmentPrioritizationCross-functional collaboration
Tech Stack:ZendeskAPIAPIsWebhooksPython

Company Brief

Replit
Provides a browser-based integrated development environment (IDE) and collaborative coding platform that lets developers write, run, and deploy code instantly across many languages and frameworks.
Industry: Developer Tools
Company Size: Large (251 to 1,000 employees)
Growth: Scaleup
Headquarters: San Francisco, United States
Founded: 2016
WebsiteLinkedIn