Description
Replit is seeking a Premium Support Engineering Manager to build and lead a high-performing team responsible for delivering fast, technically deep, and reliable support to its most valuable customers. As a player-coach, you will balance hands-on technical support with team leadership and operational ownership.
Key responsibilities include building and leading a regional team of Premium Support Engineers, operating as a player-coach, owning the end-to-end Premium Support experience, overseeing daily operations of the Premium Support queue, serving as the escalation lead for critical or sensitive issues, and communicating with customers during high-pressure situations.
The ideal candidate will have 5+ years of experience in technical support, developer support, or similar roles within a technology company, with 2+ years in a leadership or management capacity. They should have a strong technical foundation in software development, systems, or DevOps workflows, and experience operating in fast-moving, ambiguous environments.
Additional requirements include experience managing support operations in platforms such as Zendesk, Linear, or similar systems, strong cross-functional collaboration skills, exceptional communication skills, and a proven ability to hire, develop, and retain high-performing technical support talent.
Nice to have includes experience supporting developer tools, AI products, or highly technical SaaS platforms, building or scaling premium or enterprise support programs in early-stage or high-growth environments, and working with global or distributed support teams.
Replit offers competitive salary and equity, 401(k) program with a 4% match, health, dental, vision, and life insurance, short-term and long-term disability, paid parental, medical, caregiver leave, commuter benefits, monthly wellness stipend, autonomous work environment, in-office set-up reimbursement, flexible time off, holidays, quarterly team gatherings, and in-office amenities.