[Remote] Support Operations Systems Lead

Note: The job is a remote job and is open to candidates in USA. Cursor is on a mission to automate coding by building the best tool for professional programmers. They are seeking a Support Operations Systems Lead to manage systems, workflows, and operations for User Operations, ensuring reliability and efficiency at scale.ResponsibilitiesOwn day-to-day operations for core support systems, including ticketing workflows, routing, queues, labels, taxonomy, escalations, and related toolingTriage urgent operational issues as they arise, especially when system behavior, workforce distribution, queue health, or SLA risk looks offManage intake, prioritization, and follow-through for systems requests from support managers, TSEs, operations leads, engineering, product, and other internal teamsHelp maintain the team’s roadmap by distinguishing one-off fixes from broader system improvements, surfacing recurring pain points, and pushing back on low-leverage workDrive smaller technical and operational programs end-to-end, being responsible for discovery, scoping and execution, rollout, documentation and success metricsPartner with engineering, data, IT, and support leaders to debug issues, validate changes, improve monitoring, and prevent repeat failuresUse Cursor and AI-native workflows to reduce manual toil, investigate issues, summarize signals, draft documentation, test changes, and improve how the team operatesSkillsYou have experience in support operations, systems operations, technical program management, or a similarly cross-functional technical systems roleYou are comfortable working close to operational systems such as ticketing platforms, routing workflows, queue configuration, labels/taxonomies, dashboards, Slack workflows, and internal toolsYou are technical enough to investigate system issues, read configuration or code, and partner effectively with engineers, even if you are not primarily a software engineerYou 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 fixYou can own work end to end: clarify the problem, align stakeholders, sequence the work, communicate tradeoffs, launch safely, and measure whether the change workedYou 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 trustYou are energized by a role that blends firefighting with systems-building, and you have a strong bias toward action, clarity, and continuous improvementCompany OverviewCursor is a coding agent for building ambitious software. Our goal is to help you engineer anything. It was founded in undefined, and is headquartered in , with a workforce of 501-1000 employees. Its website is http://cursor.com.