Premium Support Engineer (London)

📋 Description

• • As a Premium Support Engineer at Replit, you will build and lead a regional team responsible for delivering fast, technically deep, and reliable support to high-value customers, including Pro users and Enterprise accounts.
• • You will operate as a player-coach, directly handling complex cases and escalations while mentoring your team, owning the end-to-end Premium Support experience, and ensuring SLAs are met or exceeded across customer tiers.
• • You will serve as the escalation lead for critical issues, coordinate with Product and Engineering for rapid resolution, lead incident communication for Premium customers, and build scalable processes, playbooks, and tooling to support evolving AI-assisted workflows.
• • You will partner with Sales, Customer, Engineering, and Product teams to align on support expectations, identify trends across Premium users, drive systemic improvements, define and track KPIs (SLA adherence, CSAT, time to resolution), and recruit, develop, and mentor a high-performing team focused on technical curiosity and ownership.
• • About the team or company: Replit is the agentic software creation platform enabling anyone to build applications using natural language, with millions of users worldwide, democratizing software development by removing traditional barriers to application creation and operating at the forefront of AI-driven software development.
• • What the person can learn or achieve in this role: You will shape how Premium Support adapts to new products and AI-assisted workflows, establish regional support operations from the ground up, drive operational excellence and scalability, gain deep cross-functional leadership experience, and grow as a technical leader in a fast-moving, innovative environment focused on accessibility and innovation in software development.