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Support Systems Lead (Foster City)

ReplitFoster City, CAUser Operations
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Salary
$140K - $180K USD
Job type
Full-time
Work mode
Remote
Posted
28 Aug 2026
Status
Open · checked 7d ago

About this role

Replit is seeking a Support Systems Lead for a full-time position based in Foster City, California, with an in-office requirement of Monday, Wednesday, and Friday. This role suits an experienced technical operations professional looking to build and scale support infrastructure at a growing software platform.

Role Overview

The Support Systems Lead will design, build, and maintain the infrastructure that allows Replit's customer support to scale alongside the product. Operating as an individual contributor initially, this position involves turning ad-hoc fixes into reliable systems, handling AI-driven and self-service support tools, and positioning the support stack for future growth.

Key Responsibilities

Configure and maintain Zendesk and the broader support stack, adjusting workflows, automation setups, business rules, and permissions.
Establish and manage assignment logic, routing queues, tagging taxonomies, and escalation pathways.
Administer support tooling, workflows, and system access for internal agents, external vendors, and multiple regions.
Collaborate with Engineering to define technical requirements for self-service and in-product support surfaces, building help widgets and routing entry points.
Identify repetitive workflow bottlenecks and develop automations, scripts, and bulk actions to eliminate manual tasks.
Evaluate support vendors, process tooling requests, and manage migrations when changing platforms.

Requirements

Minimum of 5 years of professional experience in support operations, support systems, technical tooling, or related technical operations roles.
Direct, hands-on administration experience with ticketing platforms like Zendesk, including building macros, views, SLAs, triggers, automations, and handling group permissions.
Experience constructing and managing integrations across various SaaS tools utilizing webhooks and APIs.
Ability to troubleshoot system issues directly and collaborate with engineers on advanced technical requirements.
Sound prioritization judgment within fast-paced, ambiguous settings.
Capability to handle cross-functional challenges bridging support, engineering, and tooling departments.

Nice to Have

Recent experience using Replit within the last 3 to 6 months.
Scripting proficiency using Python or similar languages for internal tooling, bulk actions, and automation creation.
Background in launching self-service or in-product support channels.
Experience maintaining systems across both internal teams and BPO vendor teams.
Holding a Zendesk certification.

Skills and Tools

Zendesk administration (triggers, automations, macros, views, SLAs, routing)
SaaS tool integrations via APIs and webhooks
Python scripting
Self-service and AI-driven support setup
Cross-functional technical troubleshooting

Salary and Benefits

Competitive salary range of $140,000 to $180,000 USD per year alongside equity
401(k) program featuring a 4% match for US employees
Comprehensive health, dental, vision, and life insurance coverage
Short-term and long-term disability insurance
Paid parental, medical, and caregiver leave
Flexible Time Off (FTO) and paid holidays
Commuter benefits for US and in-office staff
Monthly wellness stipend
Autonomous work environment with in-office setup reimbursement
Quarterly team gatherings and office amenities

About the Company

Replit is an agentic software creation platform enabling users to build applications using natural language. Serving millions of users globally, the company removes traditional barriers to software creation and operates at the forefront of AI-driven development.

How to Apply

To apply for this position, please visit the official Replit careers page and submit your application online.

Skills and tech stack

Python

Questions candidates ask

What is the salary range for the Support Systems Lead position?

The salary range for this role is $140,000 to $180,000 USD per year, plus equity.

Is this position remote or in-office?

This is a full-time role based out of the Foster City, CA office with an in-office requirement on Mondays, Wednesdays, and Fridays.

How many years of experience are required?

Candidates must have 5+ years of experience in support operations, support systems, tooling, or a similar technical operations role.

What specific ticketing platform experience is needed?

Hands-on administration of a ticketing platform like Zendesk is required, including building macros, views, SLAs, triggers, and managing routing, groups, and permissions.

Are programming skills required for this job?

Python scripting or similar experience to build automations, bulk actions, and internal tooling is listed as a nice-to-have qualification rather than a strict requirement.

Ready to apply?

The application is on the official Replit careers page.

Apply on company site