Support Operations Systems Lead

Quick Facts

• Role: Support Operations Systems Lead

• Focus: Support systems, workflows, and operating rhythms for User Operations at scale

Description

Own the systems and workflows that keep User Operations running reliably at scale—combining hands-on triage with backlog management and end-to-end program ownership. You will manage ticketing workflows, routing logic, queue health, labeling taxonomy, escalation paths, workforce signals, and internal tooling requests. Partner across engineering, data, IT, and support leaders to debug issues, validate changes, improve monitoring, and prevent repeat failures.

Responsibilities

• Own day-to-day operations for core support systems (ticketing workflows, routing, queues, labels/taxonomy, escalations, and related tooling)

• Triage urgent operational issues, especially when system behavior, workforce distribution, queue health, or SLA risk looks off

• Manage intake, prioritization, and follow-through for systems requests from internal teams

• Maintain a roadmap by distinguishing one-off fixes from broader system improvements and surfacing recurring pain points

• Drive small technical/operational programs end to end (discovery, scoping, execution, rollout, documentation, success metrics)

• Partner with engineering, data, IT, and support leaders to debug issues, validate changes, improve monitoring, and prevent repeat failures

• Use AI-native workflows to reduce manual toil, investigate issues, summarize signals, draft documentation, test changes, and improve team operations

Requirements

• Experience in support operations, systems operations, technical program management, or a similarly cross-functional technical systems role

• Technical skills to investigate system issues and read configuration or code while partnering effectively with engineers

• Strong triage and prioritization skills for ambiguous or multiple simultaneous failures

• Ability to own work end to end: clarify the problem, align stakeholders, sequence work, communicate tradeoffs, launch safely, and measure whether changes worked

• Ability to push back thoughtfully (e.g., “not yet,” “not this way,” or “broader fix”) while maintaining trust

Benefits

• Base salary range: $118,000–$145,000 USD (level and base salary determined case by case)

• Equity

• Comprehensive medical, vision, and dental coverage

• Access to a 401(k) retirement plan

• Short- and long-term disability insurance

• Life insurance

• Various other discounts and perks