Support Operations Systems Lead
Core
Own systems, workflows, and operating rhythms for User Operations to ensure reliable scaling of support infrastructure.
Role type
Support Operations Systems Lead
Builds
Ticketing workflows, routing logic, queue health mechanisms, labeling taxonomies, escalation paths, and internal tooling.
Domain
SaaS support operations and internal systems engineering
Deliverable
production ML models | product features | dashboards & analysis | infrastructure
Required skills
triage and prioritization, systems health monitoring, stakeholder communication, end-to-end program ownership, technical investigation, backlog management, change coordination
Preferred skills
experience with AI-native workflows, ability to push back on unclear requests, bias toward action and continuous improvement
Technologies
Cursor, ticketing platforms, Slack workflows, internal tools
Responsibilities
Triage urgent operational issues regarding system behavior and queue health; manage intake and prioritization for systems requests; drive end-to-end execution of technical and operational programs; partner with engineering and data teams to debug issues and improve monitoring; maintain roadmap by distinguishing one-off fixes from system improvements
Seniority
Mid-level, hands-on IC
