Support Systems Architect

Details

About the Team

The User Operations team is central to ensuring that customers' experience with our products is exceptional. The team resolves complex issues, provides technical guidance, and supports customers in maximizing value and adoption from deploying products. The team works closely with Sales, Technical Success, Product, Engineering and others to deliver a scalable, high-quality customer experience across customers ranging from early-stage startups to global enterprises.

About the Role

You will design, prototype, implement, and iterate on tooling, data flows, and processes that enable a modern, highly automated support organization. Examples include automated launch checklists, content and knowledge pipelines, incident detection and evaluators, and program delivery processes. The role focuses on building resilient systems (not slide decks) at the intersection of project management, systems building, data science/data engineering/software engineering, team enablement, and customer advocacy.

This role is based in San Francisco, California. The team uses a hybrid work model (3 days in office per week) and offers relocation assistance to new employees.

Responsibilities

• Build “Day-1 enabled” workflows, role-tailored playbooks, content auto-diffs from source docs, and other productivity workflows for support teams.
• Continuously automate repetitive touchpoints with scripts, agents, and LLM-powered flows; implement governance, observability, evaluation gates, and safe rollback.
• Codify detection (windowing, dedupe, thresholds), on-call handoffs, and post-incident learning loops to protect customer experience and SLAs.
• Prototype and iterate quickly using ChatGPT, Jupyter notebooks, Retool, and other tools to prove value before hardening solutions with Engineering.
• Stand up data pipelines that capture sentiment, ticket trends, and BPO insights, routing actionable signals back to Product within hours.
• Identify risks and challenges during tooling rollouts and propose solutions that safeguard customer experience and service levels.
• Replace repetitive manual touchpoints with scripts, agents, or LLM-powered flows.

Requirements

• 8+ years of experience building tools for internal teams, especially within a customer support environment.
• Experience shipping or maintaining tools and automations (dashboards, ETL pipelines, low-code apps) that eliminated manual work and scaled beyond a single team.
• Comfortable treating ChatGPT and LLMs as co-developers and rapidly turning natural-language ideas into working code or queries.
• Strong cross-functional collaboration skills; ability to build relationships with Product, Engineering, and Operations teams.
• Passion for customer advocacy and experience translating customer feedback into product insights.
• Strong bias for automation and preference for eliminating repetitive work.
• Ability to thrive in a fast-moving, ambiguous environment where priorities shift and rapid iteration is required.

Benefits

• Base pay listed at $240K (may vary depending on location, skills, and experience); role offers equity and may include performance-related bonuses.
• Medical, dental, and vision insurance with employer contributions to Health Savings Accounts.
• Pre-tax accounts (Health FSA, Dependent Care FSA, commuter expenses).
• 401(k) retirement plan with employer match.
• Paid parental, medical, and caregiver leave; flexible PTO for exempt employees.
• 13+ paid company holidays and additional paid office closures; paid sick/safe time as required by law.
• Mental health and wellness support; employer-paid basic life and disability coverage.
• Annual learning and development stipend; daily meals in offices and meal delivery credits as eligible.
• Relocation support for eligible employees.
• Background checks conducted per applicable law; reasonable accommodations available for applicants with disabilities.

Technologies & Tools Mentioned

ChatGPT; LLMs; Jupyter notebooks; Retool; scripts and agents; dashboards; ETL/data pipelines; low-code apps; observability and governance tooling.