Replit
Support Systems Lead (Foster City)
Foster City, CA · Senior · Full-time
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About the role
- 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.
Responsibilities
- 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.
- 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.
- 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.
Nice to have
- Has used Replit in the last 3 to 6 months.
- Experience making systems work across both BPO and in-house teams.
- Zendesk certification.
- 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
- Operating Principles https://blog.replit.com/operating-principles
- Reasons not to work at Replit https://blog.replit.com/reasons-not-to-join-replit
Skills
- Comfortable troubleshooting directly and working with engineers on more complex system needs.
- Strong judgment about prioritization in fast-moving, sometimes ambiguous environments.
- With millions of users worldwide, Replit is democratizing software development by removing traditional barriers to application creation.
Compensation
- 💰 Competitive Salary & Equity
This listing is sourced directly from Replit's careers page and normalized into a canonical job model.