Support Systems Lead (Foster City)
Hybrid (Foster City, CA)$140k - $180kFull-timePosted 1mo ago
About the role
Lead the design and maintenance of Replit's support systems and tooling to scale with the product, including Zendesk configurations, workflows, integrations, and self-service in-product support. Start as an individual contributor with potential to build a team as support scales.
Responsibilities
- Configure and maintain Zendesk and the surrounding support stack, from the day-to-day workflow and automation setup to business rules and permissions, keeping it able to flex and scale as needs change.
- Build and maintain assignment logic, queues, tagging and taxonomy, and escalation paths, keeping them running cleanly as volume and workflows change.
- Set up and maintain support tooling, workflows, and access across internal agents, outsourced vendors, and regions, keeping the systems working for each group as the stack changes.
- Partner with Engineering on the technical requirements for self-service and in-product support surfaces, and build the entry points, help widgets, and routing behind them.
- Spot the repetitive steps in agent and admin workflows before they become bottlenecks, and build the automations, bulk actions, and scripts, including in Replit, that take them out.
- Take in tooling and systems requests from across support, run tool and vendor evaluations for the support stack, and lead a migration if we change 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: building triggers and automations, macros, views, and SLAs, and managing routing, groups, and permissions.
- Experience building and maintaining integrations across SaaS tools using APIs and webhooks.
- Comfortable troubleshooting directly and working with engineers on more complex system needs.
- Strong judgment about prioritization in fast-moving, sometimes ambiguous environments.
- Comfort taking on cross-functional problems, including ones that sit between support, tooling, and engineering.
Skills
Required:Zendesk administrationAPI integrationsTroubleshooting with engineersprioritization in ambiguous environments
Benefits
- Competitive Salary & Equity
- 401(k) Program with a 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.
About Replit
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