Premium Support Engineer

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 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 a...