Support Operations Systems Lead

Role Description

We're hiring a Support Operations Systems Lead to help own the systems, workflows, and operating rhythms that keep User Operations running reliably at scale. This is a hands-on technical support operations role for someone who can move fluidly between:

• Live triage of our projects
• Backlog management of internal requests
• Systems health
• Stakeholder communication
• End-to-end program ownership

The ideal person is more technical than a traditional operations lead, more hands-on than a traditional TPM, and less software-engineering-heavy than a dedicated SWE. You should be comfortable:

• Investigating messy operational issues
• Making or coordinating safe system changes
• Pushing back on unclear requests
• Turning recurring problems into durable improvements

What you'll do:

• Own day-to-day operations for core support systems, including ticketing workflows, routing, queues, labels, taxonomy, escalations, and related tooling.
• Triage urgent operational issues as they arise, especially when system behavior, workforce distribution, queue health, or SLA risk looks off.
• Manage intake, prioritization, and follow-through for systems requests from support managers, TSEs, operations leads, engineering, product, and other internal teams.
• Help maintain the team's roadmap by distinguishing one-off fixes from broader system improvements, surfacing recurring pain points, and pushing back on low-leverage work.
• Drive smaller technical and operational programs end-to-end, being responsible for discovery, scoping and execution, rollout, documentation and success metrics.
• Partner with engineering, data, IT, and support leaders to debug issues, validate changes, improve monitoring, and prevent repeat failures.
• Use Cursor and AI-native workflows to reduce manual toil, investigate issues, summarize signals, draft documentation, test changes, and improve how the team operates.

Qualifications

• Experience in support operations, systems operations, technical program management, or a similarly cross-functional technical systems role.
• Comfortable working close to operational systems such as ticketing platforms, routing workflows, queue configuration, labels/taxonomies, dashboards, Slack workflows, and internal tools.
• Technical enough to investigate system issues, read configuration or code, and partner effectively with engineers, even if not primarily a software engineer.
• Excellent at triage and prioritization: can quickly determine what is urgent, what needs investigation, what needs escalation, and what should become a longer-term fix.
• Able to own work end to end: clarify the problem, align stakeholders, sequence the work, communicate tradeoffs, launch safely, and measure whether the change worked.
• Comfortable pushing back thoughtfully and can tell stakeholders "not yet," "not this way," or "this should be part of a broader fix" while maintaining trust.
• Energized by a role that blends firefighting with systems-building, with a strong bias toward action, clarity, and continuous improvement.