Company
User Ops
SupportOperationsSystemsLead
Neural analysis suggests this role is
optimal for Mid candidates.
“Support Operations Systems Lead. Skills: Support Operations, Systems Operations, Technical Program Management. Own day-to-day operations for core support systems. Triage urgent operational issues”
What You'll Achieve.
keep User Operations running reliably at scale; reduce manual toil; improve how the team operates; success metrics
Industry & Context.
investigating messy operational issues; making or coordinating safe system changes; turning recurring problems into durable improvements; distinguishing one-off fixes from broader system improvements; surfacing recurring pain points; pushing back on low-leverage work
What They're Looking For.
Must Have
experience in support operations, experience in systems operations, experience in technical program management, comfortable working close to operational systems, technical enough to investigate system issues, technical enough to read configuration or code, technical enough to partner effectively with engineers, excellent at triage and prioritization, can own work end to end, comfortable pushing back thoughtfully, bias toward action, bias toward clarity, bias toward continuous improvement
Nice to Have
more technical than a traditional operations lead, more hands-on than a traditional TPM, less software-engineering-heavy than a dedicated SWE
What You'll Do.
Own day-to-day operations for core support systems
Triage urgent operational issues
and follow-through for systems requests
Help maintain the team’s roadmap
Drive smaller technical and operational programs end-to-end
Partner with engineering
Use Cursor and AI-native workflows
How You'll Work.
Team & Collaboration
work across ticketing workflows; work across routing logic; work across queue health; work across labeling taxonomy; work across escalation paths; work across workforce signals; work across internal tooling requests; partner effectively with engineers; align stakeholders; Partner with engineering, data, IT, and support leaders
Communication Scope
stakeholder communication; communicate tradeoffs
Process & Methodology
end-to-end program ownership, drive programs end-to-end, discovery, scoping, execution, rollout, measure whether the change worked
Full Job Description
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. About the role We’re hiring a Support Operations Systems Lead to help own the systems, workflows, and operating rhythms that keep User Operations running reliably at scale. 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. 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. What you’ll do - Own day-to-day operations for core support systems, including ticketing workflows, routing, queues, labels, taxonomy, escalations, and related tooling. - Triage urgent operational issues as they arise, especially when system behavior, workforce distribution, queue health, or SLA risk looks off. - Manage intake, prioritization, and follow-through for systems requests from support managers, TSEs, operations leads, engineering, product, and other internal teams. - 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. - Drive smal
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