Support Operations Systems Lead
Core
Own systems, workflows, and operating rhythms for User Operations at scale, managing live triage, backlog, and tooling health.
Role type
Senior IC support operations systems lead
Builds
Reliable support systems, workflows, and operating rhythms for User Operations
Domain
AI/ML product operations (Super Intelligence stack)
Required skills
support operations, systems operations, technical program management, ticketing workflows, routing logic, queue health, labeling taxonomy, escalation paths, workforce signals, internal tooling, triage, prioritization, stakeholder communication, end-to-end program ownership, debugging, monitoring, AI-native workflows
Preferred skills
operational systems platforms, configuration/code reading, system investigation, pushing back on low-leverage work, action bias, continuous improvement
Technologies
ticketing platforms, routing workflows, queue configuration, labels/taxonomies, dashboards, Slack workflows, internal tools
Responsibilities
Own day-to-day operations for core support systems including ticketing, routing, queues, labels, taxonomy, escalations, and tooling; triage urgent operational issues; manage intake and prioritization for systems requests; maintain team roadmap by distinguishing fixes from improvements; drive end-to-end technical and operational programs; partner with engineering and data to debug and improve monitoring; use AI-native workflows to reduce manual toil
Seniority
Senior, hands-on IC
