The opportunity
Replit is the agentic software creation platform that enables anyone to build applications using natural language. With millions of users worldwide, Replit is democratizing software development by removing traditional barriers to application creation.
What you'll do
Configure 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.
Build and maintain assignment logic, queues, tagging and taxonomy, and: escalation paths, keeping them running cleanly as volume and workflows change.
Set 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.
Partner 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.
Spot 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.
Take 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.
What they're looking for
- + years in support operations, support systems, tooling, or a similar technical operations role.
- Hands-on administration of a ticketing platform like Zendesk: building triggers and automations, macros, views, and SLAs, and managing routing, groups, and permissions.
- Experience building and maintaining integrations across SaaS tools using APIs and webhooks.
- Comfortable troubleshooting directly and working with engineers on more complex system needs.
