Replit

3 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: 7 hours 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

Website LinkedIn

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Replit

3 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: 7 hours agoStatus: Live

Job Summary

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

Website LinkedIn