Support Operations Systems Lead

Remotefull timeRemote

Apply on Employer Site

senior

$118k–$145k

H1B: no

Cursor Support Operations Systems Lead at Cursor manages support systems, workflows, and operating rhythms to ensure reliable User Operations at scale. The role involves triaging issues, managing requests, and driving technical and operational programs.

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 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 SpaceXSI and AI-native workflows to reduce manual toil, investigate issues, summarize signals, draft documentation, test changes, and improve how the team operates

Qualification

Experience in support operationsExcellent at triage and prioritizationAble to own work end to endADDITIONAL REQUIREMENTSRemote role (United States)

Required

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

Preferred

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: 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
Able to own work end to end: clarify the problem, align stakeholders, sequence the work, communicate tradeoffs, launch safely, and measure whether the change worked
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
Energized by a role that blends firefighting with systems-building, and you have a strong bias toward action, clarity, and continuous improvement
ADDITIONAL REQUIREMENTS:
Remote role (United States)