← All roles

Support Systems Lead (NYC)

Replit· User Operations
Apply on company site
Hybrid (NYC (SoHo))$140k - $180k + equityFull-timePosted 1mo ago

About the role

Support Systems Lead at Replit responsible for building and owning the systems that enable support to scale with product growth, including Zendesk configuration, tooling, integrations, and self-service/AI-driven support surfaces. Individual contributor role with potential to grow a team as support scales.

Responsibilities

  • Configure and maintain Zendesk and the surrounding support stack, including workflow automation, business rules, permissions, and scaling
  • Build and maintain assignment logic, queues, tagging/taxonomy, and escalation paths
  • 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, and build entry points, help widgets, and routing
  • Identify repetitive steps in agent/admin workflows and build automations, bulk actions, and scripts (including in Replit)
  • Take in tooling and systems requests, run tool and vendor evaluations, and lead migrations when changing platforms

Qualifications

  • 5+ years in support operations, support systems, tooling, or a similar technical operations role
  • Hands-on administration of a ticketing platform like Zendesk (triggers/automations/macros/views/SLAs, routing, groups, permissions)
  • Experience building and maintaining integrations across SaaS tools using APIs and webhooks
  • Comfortable troubleshooting directly and collaborating with engineers on complex system needs
  • Strong judgment on prioritization in fast-moving/ambiguous environments
  • Ability to tackle cross-functional problems across support, tooling, and engineering

Skills

Required:Zendesk administrationAPI integrationsTroubleshooting with engineeringPrioritization in dynamic environmentsCross-functional collaboration

Benefits

  • Competitive Salary & Equity
  • 401(k) with 4% match (US Only)
  • Health, Dental, Vision and Life Insurance
  • Short Term and Long Term Disability
  • Paid Parental, Medical, Caregiver Leave
  • Flexible Time Off (FTO) + Holidays
  • Commuter Benefits (In-Office & US Only)
  • Monthly Wellness Stipend
  • Autonomous Work Environment
  • In Office Set-Up Reimbursement (In-Office Only)
  • Quarterly Team Gatherings
  • In Office Amenities (In-Office Only)
Last updated Sep 16, 2026. Interested? Apply on the company site.
Replit logo

About Replit

Build apps and sites with AI

Replit is an AI-powered platform for building professional web apps and websites.

AIIDEagentai-plg-top-20brex-fastest-growing-2025buildcodecollaborate
Company profileWebsite

More open roles at Replit