Replit9 дней назад

Support Systems Lead (NYC)

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РЫНОК

13 634 ₽медиана по профессии

Tech Lead / Team Lead · 356 вакансий с указанной зарплатой

5 092половина предложений: 9 708–18 1041,2 млн

Работодатель не указал зарплату — сравните с рынком сами.

Полная занятостьУдалёнка

Обязанности

01Configure and maintain Zendesk and the surrounding support stack, from the day-to-day workflow and automation setup to business rules and permissions, keeping it able to flex and scale as needs change
02Build and maintain assignment logic, queues, tagging and taxonomy, and escalation paths, keeping them running cleanly as volume and workflows change
03Set up and maintain support tooling, workflows, and access across internal agents, outsourced vendors, and regions, keeping the systems working for each group as the stack changes
04Partner with Engineering on the technical requirements for self-service and in-product support surfaces, and build the entry points, help widgets, and routing behind them
05Spot the repetitive steps in agent and admin workflows before they become bottlenecks, and build the automations, bulk actions, and scripts, including in Replit, that take them out
06Take in tooling and systems requests from across support, run tool and vendor evaluations for the support stack, and lead a migration if we change platforms

015+ years in support operations, support systems, tooling, or a similar technical operations role
02Hands-on administration of a ticketing platform like Zendesk: building triggers and automations, macros, views, and SLAs, and managing routing, groups, and permissions
03Experience building and maintaining integrations across SaaS tools using APIs and webhooks
04Comfortable troubleshooting directly and working with engineers on more complex system needs
05Strong judgment about prioritization in fast-moving, sometimes ambiguous environments
06Comfort taking on cross-functional problems, including ones that sit between support, tooling, and engineering