Support Systems Lead (NYC)

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. 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.

IN THIS ROLE YOU WILL

• 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 acro

Skills mentioned