---
title: "Support Operations Systems Lead"
company: "Cursor"
company_url: "https://www.remjobs.works/companies/cursor"
url: "https://www.remjobs.works/job/cursor-support-operations-systems-lead-4bbdcef5-a092-4f96-858f-71a2be5e9b8b"
apply_url: "https://jobs.ashbyhq.com/cursor/dbefd2a3-0ea7-42ad-a50d-e85ee186267a"
workplace: remote
location: "Remote"
employment_type: full-time
seniority: lead
role: customer-support
region: other
date_posted: 2026-05-27T19:03:20.023Z
first_seen_by_remjobs: 2026-08-26T15:14:53.019Z
---

# Support Operations Systems Lead

**Cursor** — Remote

Apply: https://jobs.ashbyhq.com/cursor/dbefd2a3-0ea7-42ad-a50d-e85ee186267a

## About Cursor

Built to make you extraordinarily productive, agents turn ideas into code. Accelerate development by handing off tasks to Cursor.

## About the role

Our mission is to automate coding. The first step in our journey is to build the best tool for professional programmers, using a combination of inventive research, design, and engineering. Our organization is very flat, and our team is small and talent dense. We particularly like people who are truth-seeking, passionate, and creative. We enjoy spirited debate, crazy ideas, and shipping code.

**About the role**

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.

**What you’ll do**

- 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.**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 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.

---

Source: Cursor's own career page, read by RemJobs. Canonical HTML version: https://www.remjobs.works/job/cursor-support-operations-systems-lead-4bbdcef5-a092-4f96-858f-71a2be5e9b8b