Premium Support Engineering Manager (london)

Replit

Remote, United States
Competitive salary & equity; not specified; 401(k)...
Remote (with plans for hybrid model)
5+ years in technical support
2+ years in leadership capacity
Player-coach management style
Replit is seeking a Premium Support Engineering Manager to lead a team providing exceptional technical support to high-value customers. This role involves both team leadership and hands-on technical engagement while shaping support operations in a rapidly evolving environment

Job Summary

  • Replit is seeking a founding leader to build and scale a high-performing Premium Support Engineering team responsible for delivering fast, technically deep support to Pro and Enterprise customers.
  • This player-coach role requires direct engagement in complex cases and escalations while mentoring the team and setting standards for technical excellence and customer experience.
  • The company offers competitive salary and equity, comprehensive health benefits, flexible time off, and an autonomous work environment with plans for hybrid office presence.

Matching Summary

Match Score: 85

Replit is seeking a Premium Support Engineering Manager to lead a team providing exceptional technical support to high-value customers. This role involves both team leadership and hands-on technical engagement while shaping support operations in a rapidly evolving environment.

Salary

Competitive Salary & Equity; Not specified; 401(k) match, Health/Dental/Vision, Paid Parental Leave, Flexible Time Off

Skills & Requirements

Must-have

  • 5+ years in technical support
  • 2+ years in leadership capacity
  • Player-coach management style
  • Zendesk or Linear experience
  • SLA and escalation management
  • Cross-functional collaboration skills

Nice-to-have

  • Experience with developer tools
  • AI product support background
  • Scaling premium support programs
  • Global distributed team experience
  • Building internal support automation
  • Debugging AI-generated code

Key Requirements

  • 5+ years technical support experience
  • 2+ years management experience
  • Strong software development foundation
  • Proven ability to hire and develop talent

Work Rights

Not specified

Tailored Resume

Cover Letter