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Support Operations Systems Lead

Cursor· Operations
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Hybrid (Global)full-timePosted 5mo ago

About the role

Hands-on technical support operations role owning systems, workflows, and operating rhythms for User Operations at scale. Combines live triage, backlog management, systems health, stakeholder communication, and end-to-end program ownership to improve monitoring, routing, and tooling within support operations.

Responsibilities

  • Own day-to-day operations for core support systems, including ticketing workflows, routing, queues, labels, taxonomy, escalations, and related tooling.
  • Triages 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, 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.

Qualifications

  • Experience in support operations, systems operations, technical program management, or a similarly cross-functional technical systems role.
  • You are comfortable with 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 with engineers—even if not primarily a software engineer.
  • You excel at triage and prioritization and can determine urgency, investigation needs, escalation, and long-term fixes.
  • You can own work end-to-end: clarify problems, align stakeholders, sequence work, communicate tradeoffs, launch safely, and measure impact.
  • You can push back thoughtfully while maintaining trust (e.g., “not yet,” “not this way,” or “part of a broader fix”).
  • You are energized by firefighting paired with systems-building and have a bias toward action, clarity, and continuous improvement.

Skills

Required:Operational systems troubleshootingTicketing workflow designProgram management (technical)stakeholder communication
Last updated Oct 15, 2026. Interested? Apply on the company site.
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