Support Operations Systems Lead

GlobalRemote

Responsibilities

- Drive smaller technical and operational programs end-to-end, being responsible for discovery, scoping and execution, rollout, documentation and success metrics.

- Use Cursor and AI-native workflows to reduce manual toil, investigate issues, summarize signals, draft documentation, test changes, and improve how the team operates.
experience in support operations, systems operations, technical program management, or a similarly cross-functional technical systems role.

The first step in our journey is to build the best tool for professional programmers, using a combination of inventive research, design, and engineering.
Our organization is very flat, and our team is small and talent dense.
We particularly like people who are truth-seeking, passionate, and creative.
We enjoy spirited debate, crazy ideas, and shipping code.
About the role 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, and end-to-end program ownership.
You’ll work across ticketing workflows, routing logic, queue health, labeling taxonomy, escalation paths, workforce signals, and internal tooling requests.
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, and 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.