Premium Support Engineering Manager (London) at Replit

Replit is the agentic software creation platform that enables anyone to build applications using natural language. With millions of users worldwide, Replit is democratizing software development by removing traditional barriers to application creation. As a Premium Support Engineering Manager at Replit, you’ll build and lead a high-performing team responsible for delivering fast, technically deep, and reliable support to our most valuable customers, from high-volume Pro users to Enterprise accounts. You will serve as a founding leader in your region, helping establish how Premium Support operates, scales, and partners cross-functionally. This is a player-coach role where you’ll both lead a team and stay close to the work, directly engaging in complex cases, guiding escalations, and setting the standard for technical excellence and customer experience. Replit is at the forefront of AI-driven software development, and how we support customers is constantly evolving. You’ll play a critical role in shaping how Premium Support adapts to new products, new customer expectations, and AI-assisted workflows, operating effectively in ambiguity and driving clarity for your team. You’ll work closely with Engineering, Product, Sales, and Support Operations to ensure Premium customers receive exceptional service, while also scaling systems, processes, and insights that improve the broader platform. WHAT YOU’LL DO - Build and lead a regional team of Premium Support Engineers, setting the standard for technical depth, speed, and customer experience. - Operate as a player-coach, directly handling complex cases and escalations while mentoring your team and driving operational excellence. - Own the end-to-end Premium Support experience across both high-volume Pro users and high-touch Enterprise customers. - Oversee daily operations of the Premium Support queue, ensuring SLAs (response, update, resolution) are consistently met or exceeded across varying customer tiers. - Serve as the escalation lead for critical or sensitive issues, coordinating closely with Product and Engineering to drive rapid resolution. - Lead incident communication for Premium customers, ensuring updates are clear, timely, and build trust under pressure. - Build and refine processes, playbooks, and tooling that enable scalable, high-quality Premium Support in a fast-evolving environment. - Partner with Sales and Customer teams to align on customer expectations, onboarding, and ongoing support experience for Enterprise accounts. - Identify trends across Premium users (Pro and Enterprise) and drive systemic improvements to product, tooling, and support workflows. - Define and track key performance metrics (SLA adherence, CSAT, time to resolution, escalation volume), and provide insights to leadership. - Recruit, develop, and mentor a high-performing team, fostering a culture of ownership, technical curiosity, and adaptability. REQUIRED SKILLS & EXPERIENCE - 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 an 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 the ability to guide engineers through debugging and issue resolution. - Experience operating in fast-moving, ambiguous environments where processes, products, and customer needs evolve quickly. - 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. - Exceptional communication skills, able to communicate clearly and confidently with both customers and internal stakeholders during high-pressure situations. - Strong analytical mindset, with the ability to interpret operational metrics, identify gaps, and drive improvements. - Proven ability to hire, develop, and retain high-performing technical support talent. NICE TO HAVE - Experience supporting developer tools, AI products, or highly technical SaaS platforms. - Experience building or scaling premium or enterprise support programs in early-stage or high-growth environments. - Experience working with global or distributed support teams. - Experience integrating AI tools into support workflows or improving support efficiency through automation. BONUS POINTS: - Has used Replit and built internal tooling. - Experience supporting AI-assisted development workflows or debugging AI-generated code. - Experience building internal support tools, workflows, or automation. WHAT WE VALUE: - Problem-solving mindset: Ability to approach complex operational challenges systematically and devise effective solutions - Self-directed and autonomous: Capable of working independently while collaborating effectively with cross-functional teams - Strong communication skills: Ability to explain complex technical concepts to both technical and non-technical audiences - Continuous learning: Passion for staying current with industry best practices and new technologies - Focus on automation: Strong belief in automating repetitive tasks and building self-healing systems Note: This role will begin as remote, with plans to transition to a hybrid model once we establish a local office presence. Full-Time Employee Benefits Include: 💰 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 Want to learn more about what we are up to? - Meet the Replit Agent [Upgrade to PRO to see link] - Replit: Make an app for that [Upgrade to PRO to see link] - Replit Blog [Upgrade to PRO to see link] - Amjad TED Talk [Upgrade to PRO to see link] Interviewing + Culture at Replit - Operating Principles [Upgrade to PRO to see link] - Reasons not to work at Replit [Upgrade to PRO to see link] To achieve our mission of making programming more accessible around the world, we need our team to be representative of the world. We welcome your unique perspective and experiences in shaping this product. We encourage people from all kinds of backgrounds to apply, including and especially candidates from underrepresented and non-traditional backgrounds.