Support Operations Systems Lead

About the Company

Our mission is to automate coding. The first step in our journey is to build the best tool for professional programmers, using a combination of inventive research, design, and engineering. Our organization is very flat, and our team is small and talent dense.

Responsibilities

• Own day-to-day operations for core support systems, including ticketing workflows, routing, queues, labels, taxonomy, escalations, and related tooling
• Triage urgent operational issues regarding system behavior, workforce distribution, queue health, or SLA risk
• Manage intake, prioritization, and follow-through for systems requests from internal teams
• Maintain the team’s roadmap by distinguishing one-off fixes from broader system improvements
• Drive technical and operational programs end-to-end, including discovery, scoping, execution, and documentation
• Partner with engineering, data, IT, and support leaders to debug issues and improve monitoring
• Use Cursor and AI-native workflows to reduce manual toil and improve team operations

Requirements

• Experience in support operations, systems operations, technical program management, or a similar cross-functional technical systems role
• Proficiency working with ticketing platforms, routing workflows, queue configuration, and Slack workflows
• Technical ability to investigate system issues, read configuration or code, and partner with engineers
• Strong skills in triage and prioritization of urgent and ambiguous issues
• Ability to own work end-to-end from problem clarification to measuring success
• Ability to manage stakeholder expectations and push back on low-leverage requests