Support Systems Lead (AI)

Location: NYC (SoHo), United States; hybrid with an in-office requirement

Company

Replit is an agentic software creation platform that enables users to build applications using natural language.

What you will do

• Configure and maintain Zendesk workflows, automations, business rules, permissions, macros, views, groups, and SLAs.
• Build and maintain assignment logic, queues, tagging, taxonomy, and escalation paths.
• Support tooling, workflows, and access for in-house agents, outsourced vendors, and regional teams.
• Partner with Engineering to build self-service and in-product support entry points, help widgets, and routing.
• Develop automations, bulk actions, and scripts to remove repetitive agent and administrative work.
• Evaluate support tools and vendors, manage systems requests, and lead platform migrations when needed.

Requirements

• 5+ years of experience in support operations, support systems, tooling, or a similar technical operations role.
• Hands-on administration of a ticketing platform such as Zendesk.
• Experience building and maintaining SaaS integrations with APIs and webhooks.
• Ability to troubleshoot directly and collaborate with engineers on complex system requirements.
• Strong prioritization and judgment in fast-moving, ambiguous environments.
• Comfort solving cross-functional problems across support, tooling, and engineering.

Nice to have

• Used Replit within the last 3 to 6 months.
• Scripting experience with Python or a similar language.
• Experience building self-service or in-product support surfaces.
• Experience supporting both BPO and in-house teams.
• Zendesk certification.

Culture & Benefits

• Full-time employee role with competitive salary and equity.
• Health, dental, vision, life, short-term disability, and long-term disability insurance.
• Paid parental, medical, and caregiver leave.
• Flexible Time Off and holidays.
• 401(k) program with a 4% match for US employees.
• Autonomous work environment, wellness stipend, commuter benefits, office setup reimbursement, and quarterly team gatherings.