Support Operations Systems Lead

You will own core support systems and operational workflows, triage urgent issues, prioritize internal requests, and lead technical improvement programs from discovery through rollout. You will partner with engineering and other stakeholders to validate changes, improve monitoring, document work, and prevent recurring failures.

Responsibilities

• Own day-to-day operations for ticketing workflows, routing, queues, labels, taxonomy, escalations, and related tooling
• Triage urgent operational issues involving system behavior, workforce distribution, queue health, or SLA risk
• Manage intake, prioritization, and follow-through for internal systems requests
• Maintain the systems roadmap by identifying recurring pain points and prioritizing broader improvements
• Drive technical and operational programs through discovery, scoping, execution, rollout, documentation, and success metrics
• Partner with engineering, data, IT, and support leaders to debug issues, validate changes, improve monitoring, and prevent repeat failures
• Use AI-native workflows to reduce manual work, investigate issues, document processes, and test changes

Requirements

• Experience in support operations, systems operations, technical program management, or a similar cross-functional technical systems role
• Experience with ticketing platforms, routing workflows, queue configuration, labels and taxonomies, dashboards, Slack workflows, and internal tools
• Ability to investigate system issues, read configuration or code, and partner with engineers
• Triage and prioritization skills
• Ability to own work end to end, communicate tradeoffs, launch safely, and measure results