Support Engineer Manager

Posted May 27

About Replit

We’re building the world’s most ubiquitous programming environment. We focus on inspiring creativity and generating value for creators through community, and we design simple yet scalable infrastructure primitives for the next generation of creators. We want to blur the line between learning and making– a place where you can hang out, tinker with ideas, learn new concepts, and launch a business all in the same day.

About the role: 

Replit has 20M+ users and is among the world's most-used developer platforms. As the only full-stack language-agnostic IDE and hosting platform in the cloud, we are a developer's paradise.

We’re looking for a player-coach manager to lead our Support team. In this role, you’ll be working closely with our support engineers to troubleshoot and resolve issues, build internal tools, and develop and implement organizational processes. You’ll have the unique opportunity to engage directly with customers and scale a team.

Come change how the world develops, deploys, and consumes software with a team that ships more than FedEx!

Examples of what you could do: 

  • Create a dashboard that surfaces all Support metrics across our different services
  • Implement Intercom for paying customers
  • Build a new internal knowledge base powered by LLMs

You will…:

  • Lead and manage a team of support engineers and specialists, providing mentorship, training, and guidance to help them resolve complex technical issues
  • Engage with customers on bugs and feedback
  • Improve operations for all support-related workflows by building tools and implementing processes
  • Create and execute on a strategy to provide higher tiers of support for paying customers
  • Develop and monitor SLAs and metrics for the Support team
  • Work with product, engineering, and design teams to help shape product roadmap based on customer insights
  • Triage and escalate bug reports made by support engineers
  • Manage incident communications on-call rotation and duties for the support team
  • Write weekly updates for the broader company

Required skills and experience:

  • Experience providing technical support to software developers
  • Experience leading a team of support engineers
  • Comfortable working across several different programming languages and stacks
  • Excellent communication skills
  • Data-driven
  • Self-directed with a strong sense of ownership

Bonus Points: 

  • You are an active Replit user
  • You have worked as a software engineer in the DevTools space
  • You have experience with Nix

Full-Time Employee Benefits Include:

🌎 Remote-First and Autonomous Working Environment

🧑‍💻 Flexible Work Hours

💰 Competitive Salary & Equity

🖥 Home Office Set-Up Stipend

⚕️ Health, Dental, Vision and Life Insurance

🩼 Short Term and Long Term Disability

📱 Monthly Expenses Stipend 

🚼 Parental and Baby Bonding Leave

🏝 Flexible PTO (2 Weeks Minimum Required) + Holidays

📈 401k

🚀 Annual company/team offsites (4/year)

Want to Learn More? 

To achieve our mission of making programming more accessible around the world, we need our team to be representative of the world. We welcome your unique perspective and experiences in shaping this product. We encourage people from all kinds of backgrounds to apply, including and especially candidates from underrepresented and non-traditional backgrounds.

The overall market range of base compensation for roles in this area of Replit is typically $100,000 - $150,000. Compensation offered will be determined by additional factors such as location and experience.