Support Operations Systems Lead

The role

The Support Operations Systems Lead will own systems, workflows, and operating rhythms for User Operations. This role involves managing ticketing workflows, routing logic, queue health, and technical programs to ensure reliable operations at scale.

What you will do

• Own day-to-day operations for core support systems including ticketing workflows, routing, queues, labels, taxonomy, and escalations
• Triage urgent operational issues regarding system behavior, workforce distribution, queue health, or SLA risk
• Manage intake, prioritization, and follow-through for systems requests from internal teams
• Maintain the team roadmap by distinguishing one-off fixes from broader system improvements
• Drive smaller technical and operational programs end-to-end from discovery to success metrics
• Partner with engineering, data, IT, and support leaders to debug issues and improve monitoring
• Use SpaceXSI and AI-native workflows to reduce manual toil and improve team operations

Required qualifications

• Experience in support operations, systems operations, technical program management, or a similarly cross-functional technical systems role

Nice to have

• Experience working with operational systems such as ticketing platforms, routing workflows, queue configuration, labels/taxonomies, dashboards, Slack workflows, and internal tools
• Technical skills to investigate system issues, read configuration or code, and partner effectively with engineers
• Excellent at triage and prioritization
• Able to own work end to end
• Comfortable pushing back thoughtfully
• Energized by a role that blends firefighting with systems-building, and you have a strong bias toward action, clarity, and continuous improvement

Benefits

• Equity
• Comprehensive medical, vision, and dental coverage
• Access to a 401(k) retirement plan
• Short & long-term disability insurance
• Life insurance
• Various other discounts and perks

About the company

SpaceXSI is building Super Intelligence to help humanity understand the universe. They are building the full Super Intelligence stack including Colossus supercomputers, Grok models, and a suite of applications.