# Premium Support Engineering Manager (London)

**Company**: Replit
**Location**: Remote - United Kingdom
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: Full time
**Category**: Engineering
**Industry**: Technology
**Wikidata**: https://www.wikidata.org/wiki/Q60768699

**Apply**: https://jobs.ashbyhq.com/replit/3bdf2103-32ea-45c0-8131-a17ba648a633
**Canonical**: https://yubhub.co/jobs/job_bd12ad4c-a50

## 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.

## Skills

### Required
- Technical support
- Developer support
- Leadership
- Management
- Software development
- Systems
- DevOps workflows
- Zendesk
- Linear
- Cross-functional collaboration
- Communication
- Hiring
- Developing
- Retaining

### Nice to have
- Developer tools
- AI products
- SaaS platforms
- Scaling support programs
- Global support teams