支持运营系统负责人
Support Operations Systems Lead
我们的使命是自动化编码。我们旅程的第一步是通过创新研究、设计和工程的结合，打造最适合专业程序员的工具。我们的组织结构非常扁平，团队规模小但人才密集。我们特别喜欢那些追求真相、充满热情且富有创造力的人。我们享受激烈的辩论、疯狂的想法以及代码的发布。
关于该职位
我们正在招聘一名支持运营系统负责人，帮助负责维持用户运营可靠运行的系统、工作流程和操作节奏。
这是一个需要亲自动手的技术支持运营职位，适合能够灵活地在项目实时故障排除、内部请求的待办事项管理、系统健康状况、利益相关者沟通以及全流程项目管理之间切换的人。你将涉及工单工作流程、路由逻辑、队列健康状况、标签分类法、升级路径、人员信号以及内部工具请求等工作。
理想的候选人比传统运营负责人更具备技术背景，比传统TPM更亲自动手，比专职软件工程师更少侧重于编码。你应该能够处理混乱的运营问题，提出或协调安全的系统变更，对不明确的请求进行反驳，并将重复性问题转化为持久的改进。
你将负责
- 负责核心支持系统的日常运营，包括工单工作流程、路由、队列、标签、分类法、升级路径及相关工具。
- 在系统行为、人员分布、队列健康状况或SLA风险出现异常时，及时处理紧急的运营问题。
- 管理来自支持经理、TSE、运营负责人、工程、产品和其他内部团队的系统请求的接收、优先级排序和跟进。
- 通过区分一次性修复与更广泛的系统改进，突出重复性痛点，并对低价值的工作进行反驳，帮助维护团队的路线图。
- 全程推动小型技术和运营项目，负责发现、范围定义与执行、部署、文档和成功指标。
- 与工程、数据、IT和支持负责人合作，调试问题、验证变更、改进监控并防止重复故障。
- 使用Cursor和AI原生工作流来减少手动劳动，调查问题，总结信号，撰写文档，测试变更，并改善团队的运作方式。
查看英文原文
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 smaller technical and operational programs end-to-end, being responsible for discovery, scoping and 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 Cursor and AI-native workflows to reduce manual toil, investigate issues, summarize signals, draft documentation, test changes, and improve how the team operates.
You may be a fit if
- You have experience in support operations, systems operations, technical program management, or a similarly cross-functional technical systems role.
- You are comfortable working close to operational systems such as ticketing platforms, routing workflows, queue configuration, labels/taxonomies, dashboards, Slack workflows, and internal tools.
- 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.
- 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.
- 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.
- 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.
- You are energized by a role that blends firefighting with systems-building, and you have a strong bias toward action, clarity, and continuous improvement.