# Support Operations Systems Lead

**Company**: Cursor
**Work arrangement**: remote
**Experience**: mid
**Job type**: full-time
**Category**: Engineering
**Industry**: Technology

**Apply**: https://cursor.com/careers/support-operations-systems-lead?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_3687555c-96c

## Description

Our mission is to automate coding. 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.

Responsibilities:

- 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 behaviour, 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, summarise 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 prioritisation: 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 trade-offs, 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 energised by a role that blends firefighting with systems-building, and you have a strong bias toward action, clarity, and continuous improvement.

## Skills

### Required
- ticketing platforms
- routing workflows
- queue configuration
- labels/taxonomies
- dashboards
- Slack workflows
- internal tools
- Cursor
- AI-native workflows

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Source: [Apply at cursor.com](https://cursor.com/careers/support-operations-systems-lead?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)