Replit

Premium Support Engineer

Replit

full-time

Posted on:

Location Type: Hybrid

Location: United Kingdom

Visit company website

Explore more

✨ AI Apply
Apply

About the role

  • 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.

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 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.
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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
technical supportdeveloper supportsoftware developmentDevOps workflowsSLA managementescalation managementoperational metricsdebuggingissue resolutionprocess improvement
Soft Skills
leadershipmentoringcross-functional collaborationcommunicationanalytical mindsetadaptabilitycustomer experienceoperational excellenceteam developmentownership