Replit

Replit is seeking a Premium Support Engineering Manager to build and lead a team responsible for providing deep technical support to high-value customers. This player-coach role involves direct case handling, escalation management, and shaping the premium support experience, especially as it evolves with AI-assisted workflows. The manager will partner with Engineering, Product, and Sales to ensure exceptional service, scale support operations, and drive systemic improvements based on customer insights.

This role is for a Premium Support Engineer at Replit, focusing on providing expert technical support to high-value customers. The role involves diagnosing and resolving complex issues, leading customer communications during incidents, and contributing to internal tooling and automation. While the company is AI-driven and the role will involve adapting to AI-assisted workflows, the core function is customer support and technical problem-solving, not direct AI/ML model development.