Support Operations Systems Lead

Job Summary

Owning the systems and workflows that ensure reliable User Operations, the full-time remote Support Operations Systems Lead will manage day-to-day operations, triage urgent issues, and drive technical programs while collaborating with cross-functional teams.

Key responsibilities

• Oversee core support systems, including ticketing workflows, routing, and escalation paths
• Triage urgent operational issues and manage intake and prioritization of systems requests
• Drive smaller technical and operational programs from discovery to execution and success metrics

Required qualifications

• Experience in support operations, systems operations, or technical program management
• Familiarity with operational systems such as ticketing platforms and routing workflows
• Technical ability to investigate system issues and collaborate with engineers
• Strong skills in triage and prioritization of operational challenges
• Proven capability to manage projects end-to-end, including stakeholder alignment and communication