Support Systems Lead (NYC)
Core
Build and own the systems that enable support to scale, including ticketing platforms, self-service tools, and AI-driven support infrastructure.
Role type
Support Systems Lead (Individual Contributor)
Builds
Scalable support infrastructure, automation workflows, and self-service support surfaces
Domain
SaaS / AI-driven software development / Customer Support Operations
Deliverable
production ML models | product features | dashboards & analysis | infrastructure
Required skills
Zendesk administration, API/webhook integrations, automation scripting, system troubleshooting, cross-functional collaboration, workflow optimization
Preferred skills
Python scripting, self-service support surface design, BPO/in-house team coordination, Zendesk certification
Technologies
Zendesk, Python, APIs, webhooks
Responsibilities
Configure and maintain Zendesk and the surrounding support stack; Build and maintain assignment logic, queues, tagging, and escalation paths; Set up and maintain support tooling across internal agents and vendors; Partner with Engineering on technical requirements for self-service and in-product support; Identify repetitive steps and build automations to remove bottlenecks; Evaluate tooling and lead migrations for the support stack
Seniority
Mid-Senior, hands-on IC with growth potential
