Job Overview
Location
Remote
Job Type
Full-time
Category
Operations
Date Posted
April 10, 2026
Full Job Description
đź“‹ Description
- • As a Premium Support Engineering Manager at Replit, you will build and lead a high-performing team responsible for delivering fast, technically deep, and reliable support to high-value customers, including Pro users and Enterprise accounts, serving as a founding leader in your region to establish how Premium Support operates, scales, and partners cross-functionally.
- • You will operate as a player-coach, directly handling complex technical cases and escalations while mentoring your team, owning the end-to-end Premium Support experience, overseeing daily operations to ensure SLAs are met or exceeded, and serving as the escalation lead for critical issues by coordinating with Product and Engineering for rapid resolution.
- • You will work closely with Engineering, Product, Sales, and Support Operations to align on customer expectations, refine processes and tooling for scalable support, identify trends across Premium users to drive systemic improvements, and define and track key performance metrics such as SLA adherence, CSAT, and time to resolution to provide insights to leadership.
- • You will recruit, develop, and mentor a high-performing team, fostering a culture of ownership, technical curiosity, and adaptability, while shaping how Premium Support adapts to new products, AI-assisted workflows, and evolving customer expectations in a fast-moving, ambiguous environment.
🎯 Requirements
- • 5 years in technical support, developer support, or similar roles within a technology company, with 2 years in a leadership or management capacity
- • Experience supporting both high-volume customer segments and high-touch enterprise customers, with understanding of how support models differ across tiers
- • Proven ability to operate as a player-coach, balancing hands-on technical support with team leadership and operational ownership
- • Strong technical foundation in software development, systems, or DevOps workflows, with ability to guide engineers through debugging and issue resolution
- • Experience managing support operations in platforms such as Zendesk, Linear, or similar systems, including SLA and escalation management
- • Strong cross-functional collaboration skills, with experience partnering with Engineering, Product, Sales, or Customer Success teams
🏖️ Benefits
- • Competitive Salary & 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 (FTO)
- • Holidays
- • Quarterly Team Gatherings
- • In Office Amenities
Skills & Technologies
About Replit, Inc.
Replit is an online, collaborative, integrated development environment (IDE) that allows users to write, run, and share code in numerous programming languages directly from their web browser. It provides a cloud-based platform, eliminating the need for local setup and dependencies. Replit supports real-time collaboration, enabling multiple users to code together simultaneously on the same project, making it ideal for educational purposes, team projects, and rapid prototyping. The platform offers a vast array of features including version control integration, package management, and deployment tools, democratizing software development for beginners and experienced programmers alike.
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