Premium Support Engineer (London)

Replit
London
Workplace: RemoteFull timeFunction: Communications, PR & CommunityExperience: 5+ yearsSkills: ["Leadership","Communication","Problem-solving","Analytical thinking","Cross-functional collaboration"]

Lead regional Premium Support for Replit, combining hands-on technical case work with team leadership to deliver fast, deep, reliable support for Pro and Enterprise customers. Build scalable processes, mentor engineers, and partner cross-functionally with Engineering, Product, and Sales to drive improvements in support quality, SLAs, and customer experience in a fast-evolving AI-driven SaaS environment.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Replit
Replit
5 months ago

Premium Support Engineer (London)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 36 minutes agoStatus: Live

Job Summary

Lead regional Premium Support for Replit, combining hands-on technical case work with team leadership to deliver fast, deep, reliable support for Pro and Enterprise customers. Build scalable processes, mentor engineers, and partner cross-functionally with Engineering, Product, and Sales to drive improvements in support quality, SLAs, and customer experience in a fast-evolving AI-driven SaaS environment.
Location: London
Workplace: Remote
Employment Type: Full time
Job Function: Communications, PR & Community
Seniority: Manager level

Key Responsibilities

  • •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.

Pay and Benefits

Perks:Health InsuranceDentalVisionLife Insurance401kDisabilityParental LeaveCommuter BenefitsWellness StipendTime OffHolidaysEquity

Key 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:5+ yearsTechnologySaaSAI tools
Skills:LeadershipCommunicationProblem-solvingAnalytical thinkingCross-functional collaboration
Tech Stack:ZendeskLinearDevOps

Company Brief

Replit
Provides a browser-based integrated development environment (IDE) and collaborative coding platform that lets developers write, run, and deploy code instantly across many languages and frameworks.
Industry: Developer Tools
Company Size: Large (251 to 1,000 employees)
Growth: Scaleup
Headquarters: San Francisco, United States
Founded: 2016
WebsiteLinkedIn