Support Systems Lead (Foster City)
Replit · Foster City, CA
About this role
## Support Systems Lead (Foster City) Replit is the agentic software creation platform that enables anyone to build applications using natural language. With millions of users worldwide, Replit is democratizing software development by removing traditional barriers to application creation. As a **Support Systems Lead at Replit**, you’ll build and own the systems that let support scale as fast as the product does—covering the tools your team uses daily, the technical setup behind self-service and AI-driven support, and the infrastructure that keeps everything current as Replit ships. This is an **individual contributor** role to start, with room to grow and build out a team as support scales. --- ### In this role you will - Configure and maintain **Zendesk** and the surrounding support stack, including workflow, automation, business rules, and 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 (help widgets, routing, and entry points). - Identify repetitive steps in agent/admin workflows and build **automations, bulk actions, and scripts** to remove bottlenecks. - Evaluate support stack tools/vendors and lead migrations if platforms change. --- ### Required skills and experience - **5+ years** in support operations, support systems, tooling, or similar technical operations roles. - 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 partnering with engineers on complex system needs. - Strong judgment around prioritization in fast-moving, ambiguous environments. - Ability to take on cross-functional problems between support, tooling, and engineering. --- ### Nice to have - Used **Replit** in the last **3–6 months**. - Scripting with **Python** (or similar) for automations, bulk actions, and internal tooling. - Experience standing up **self-service** or **in-product support** surfaces. - Experience making systems work across **BPO and in-house** teams. - **Zendesk certification**. --- ### Location & schedule - Full-time role based in **Foster City, CA** office - In-office requirement: **Monday, Wednesday, and Friday** --- ### Full-time employee benefits include - 💰 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) --- ### Learn more about Replit - Self-driving Company: https://replit.com/blog/self-driving-company - Replit Agent at Scale: https://replit.com/blog/evaluating-and-improving-agent-at-scale - AI Adoption: https://replit.com/blog/ai-adoption - Build Open-Source Apps: https://replit.com/build/open-source-app-builder - Interviewing + Culture at Replit (Operat
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