The ad says“Experience building and maintaining integrations across SaaS tools using APIs and webhooks”
The ad says“Scripting with Python or similar to build automations, bulk actions, and internal tooling”
The ad says“Experience building and maintaining integrations across SaaS tools using APIs and webhooks”
The ad says“5+ years in support operations, support systems, tooling, or a similar technical operations role”
The ad says“5+ years in support operations, support systems, tooling, or a similar technical operations role”
The ad says“5+ years in support operations, support systems, tooling, or a similar technical operations role”
The ad says“5+ years in support operations, support systems, tooling, or a similar technical operations role”
The ad says“Experience building and maintaining integrations across SaaS tools using APIs and webhooks”
The ad says“Hands-on administration of a ticketing platform like Zendesk: building triggers and automations, macros, views, and SLAs, and managing routing, groups, and permissions”
Values
The ad says“Zendesk certification”
As a Support Systems Lead at Replit, you’ll build and own the systems that let support scale as fast as the product does
You’ll own the tools our team works in every day, the technical setup behind self-service and AI-driven support, and the infrastructure that keeps all of it current as Replit ships
Replit is at the forefront of AI-driven software development, and how we support customers is constantly evolving
You’ll shape how our support systems adapt to new products, new surfaces, and AI-assisted workflows, operating effectively in ambiguity and turning ad hoc fixes into infrastructure the whole team can rely on
You’ll combine hands-on technical depth with systems thinking to keep builders moving, whether they get unblocked through self-service, an AI agent, or a person
This is an individual contributor role to start, with room to grow and build out a team as support scales
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
5+ years in support operations, support systems, tooling, or a similar technical operations role
Comfort taking on cross-functional problems, including ones that sit between support, tooling, and engineering
Experience building and maintaining integrations across SaaS tools using APIs and webhooks
Strong judgment about prioritization in fast-moving, sometimes ambiguous environments
Comfortable troubleshooting directly and working with engineers on more complex system needs
Hands-on administration of a ticketing platform like Zendesk: building triggers and automations, macros, views, and SLAs, and managing routing, groups, and permissions
We encourage people from all kinds of backgrounds to apply, including and especially candidates from underrepresented and non-traditional backgrounds
Has used Replit in the last 3 to 6 months
Scripting with Python or similar to build automations, bulk actions, and internal tooling
Experience standing up self-service or in-product support surfaces
Zendesk certification
Experience making systems work across both BPO and in-house teams
