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Support Systems Lead (NYC)

ReplitNYC (SoHo)User 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

Role Overview

The Support Systems Lead at Replit is a full-time individual contributor position based in the New York City office with an in-office requirement. This role suits a technical operations professional ready to scale support systems as the software creation platform grows.

Key Responsibilities

Configure and maintain Zendesk and the surrounding support stack, handling day-to-day workflows, automations, business rules, and permissions.
Build and maintain assignment logic, queues, tagging taxonomy, and escalation paths to handle changing volume.
Manage support tooling, workflows, and access across internal agents, regional teams, and outsourced vendors.
Partner with the engineering department on technical requirements for self-service and in-product support surfaces, building entry points, help widgets, and routing.
Identify repetitive steps in agent workflows and build automations, bulk actions, and scripts to eliminate bottlenecks.
Evaluate support vendors and tools, manage tooling requests, and lead platform migrations when necessary.

Requirements

Minimum of 5 years of experience in support operations, support systems, tooling, or related technical operations roles.
Hands-on administration background with ticketing platforms like Zendesk, including building triggers, automations, macros, views, SLAs, routing, groups, and permissions.
Demonstrated experience building and maintaining SaaS tool integrations through webhooks and APIs.
Ability to troubleshoot directly and collaborate with engineers on advanced system requirements.
Sound judgment for prioritization within fast-moving, ambiguous environments.
Capability to handle cross-functional challenges spanning support, tooling, and engineering.

Nice to Have

Prior experience using Replit within the past 3 to 6 months.
Scripting proficiency using Python or similar languages to create internal tools, bulk actions, and automations.
Background in establishing self-service or in-product support channels.
Experience harmonizing systems across both in-house teams and BPOs.
Holding a Zendesk certification.

Skills and Tools

Zendesk administration
API and webhook integrations
Python scripting
Ticketing workflows and SLA configuration
SaaS support tooling and vendor management

Salary and Benefits

Annual base salary range between $140,000 and $180,000 in USD
Competitive equity package
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 combined with paid holidays
Commuter benefits for US and in-office personnel
Monthly wellness stipend
Autonomous work environment
In-office setup reimbursement and office amenities
Quarterly team gatherings

About the Company

Replit operates an agentic software creation platform designed to let anyone build applications using natural language. Serving millions of users globally, the company removes traditional barriers to software development and pushes the boundaries of AI-driven tools.

How to Apply

Interested candidates should visit the official Replit careers page to submit an application for this position.

Skills and tech stack

Python

Questions candidates ask

What is the salary for the Support Systems Lead at Replit?

The annual salary ranges from $140,000 to $180,000 USD.

Where is this job located?

This position is based in the Replit office in New York City (SoHo) and has an in-office requirement.

How much experience is required?

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

Is this an individual contributor role?

Yes, this starts as an individual contributor role with room to grow and build out a team as support scales.

What benefits are included?

Benefits include competitive salary and equity, a 401(k) with a 4% match, health, dental, vision, and life insurance, disability coverage, paid leaves, flexible time off, commuter benefits, a wellness stipend, and office setup reimbursements.

Ready to apply?

The application is on the official Replit careers page.

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