Support Systems Lead (NYC)

Highlights

• Own the tools and infrastructure that let support scale as fast as the product.
• Shape how support systems adapt to new products and AI-assisted workflows.
• Build self-service entry points, help widgets and routing behind them.

What they offer

• Competitive salary & equity
• 401(k) with 4% match
• Health, dental, vision and life insurance
• Short and long term disability
• Paid parental, medical, caregiver leave
• Flexible time off + holidays
• Commuter benefits
• Monthly wellness stipend
• In-office setup reimbursement
• Quarterly team gatherings

Ideal candidate

A hands-on systems thinker who thrives in ambiguity and loves turning repetitive work into scalable infrastructure that keeps builders moving.

Requirements

• 5+ years in support operations, support systems, tooling, or similar technical operations role
• Hands-on administration of ticketing platform like Zendesk including triggers, automations, macros, views and SLAs
• Experience managing routing, groups and permissions
• Experience building and maintaining integrations across SaaS tools using APIs and webhooks
• Comfortable troubleshooting directly and working with engineers on complex needs
• Strong judgment about prioritization in fast-moving ambiguous environments
• Comfort taking on cross-functional problems across support, tooling and engineering