Support Operations Lead

🕒 il y a 13 jours

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Cursor

Site WebLinkedInTous les Emplois

51 - 200 employés

🤖 Intelligence artificielle

☁️ SaaS

🤝 B2B

Artificial Intelligence • SaaS • B2B

Cursor est une plateforme de codage et un IDE alimentés par l'IA, conçus pour rendre les développeurs de logiciels extraordinairement productifs. Il combine la complétion automatique assistée par l'IA, des assistants de programmation autonomes, un agent en ligne de commande et un indexage approfondi de la base de code pour aider les développeurs à écrire, réviser et refactoriser le code plus rapidement. Cursor s'intègre avec GitHub, Slack et les outils d'entreprise, offre l'accès à plusieurs modèles de langage de grande envergure, et est positionné comme un produit SaaS sécurisé et adapté aux entreprises, utilisé par des équipes professionnelles.

Description

• 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.

🎯 Exigences

• 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.

🏖️ Avantages

• We particularly like people who are truth-seeking, passionate, and creative. • We enjoy spirited debate, crazy ideas, and shipping code.