Descripción del puesto
<p style="min-height:1.5em">Our mission is to automate coding. 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.</p><p style="min-height:1.5em"><strong>About the role</strong></p><p style="min-height:1.5em">We’re hiring a <strong>Support Operations Systems Lead</strong> to help own the systems, workflows, and operating rhythms that keep User Operations running reliably at scale.</p><p style="min-height:1.5em">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.</p><p style="min-height:1.5em">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.</p><p style="min-height:1.5em"></p><p style="min-height:1.5em"><strong>What you’ll do</strong></p><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Own day-to-day operations for core support systems, including ticketing workflows, routing, queues, labels, taxonomy, escalations, and related tooling.</p></li><li><p style="min-height:1.5em">Triage urgent operational issues as they arise, especially when system behavior, workforce distribution, queue health, or SLA risk looks off.</p></li><li><p style="min-height:1.5em">Manage intake, prioritization, and follow-through for systems requests from support managers, TSEs, operations leads, engineering, product, and other internal teams.</p></li><li><p style="min-height:1.5em">Help maintain the team’s roadmap by distinguishing one-off fixes from broader system improvements, surfacing recurring pain points, and pushing back on low-leverage work.</p></li><li><p style="min-height:1.5em">Drive smaller technical and operational programs end-to-end, being responsible for discovery, scoping and execution, rollout, documentation and success metrics.</p></li><li><p style="min-height:1.5em">Partner with engineering, data, IT, and support leaders to debug issues, validate changes, improve monitoring, and prevent repeat failures.</p></li><li><p style="min-height:1.5em">Use Cursor and AI-native workflows to reduce manual toil, investigate issues, summarize signals, draft documentation, test changes, and improve how the team operates.</p><p style="min-height:1.5em"></p></li></ul><p style="min-height:1.5em"><strong>You may be a fit if</strong></p><ul style="min-height:1.5em"><li><p style="min-height:1.5em">You have experience in support operations, systems operations, technical program management, or a similarly cross-functional technical systems role.</p></li><li><p style="min-height:1.5em">You are comfortable working close to operational systems such as ticketing platforms, routing workflows, queue configuration, labels/taxonomies, dashboards, Slack workflows, and internal tools.</p></li><li><p style="min-height:1.5em">You are technical enough to investigate system issues, read configuration or code, and partner effectively with engineers, even if you are not primarily a software engineer.</p></li><li><p style="min-height:1.5em">You are excellent at triage and prioritization: when several things are broken or ambiguous, you can quickly determine what is urgent, what needs investigation, what needs escalation, and what should become a longer-term fix.</p></li><li><p style="min-height:1.5em">You can own work end to end: clarify the problem, align stakeholders, sequence the work, communicate tradeoffs, launch safely, and measure whether the change worked.</p></li><li><p style="min-height:1.5em">You are comfortable pushing back thoughtfully and can tell stakeholders “not yet,” “not this way,” or “this should be part of a broader fix” while maintaining trust.</p></li><li><p style="min-height:1.5em">You are energized by a role that blends firefighting with systems-building, and you have a strong bias toward action, clarity, and continuous improvement.</p></li></ul>