Repl.it
17 days ago
Replit is the fastest way to turn ideas into software. With our powerful AI-powered Agent and Assistant, anyone can create and launch apps from natural language in just one click. Build and deploy full-stack applications directly from your browser—no setup required. Never written a line of code in your life? No problem. Replit makes software creation accessible, collaborative, and lightning-fast. Join us in our mission to empower the next generation of builders.
As our Support Engineering Manager, youll directly influence how users experience our platform, removing barriers that stand between them and their creative potential. Your work will enable more people to join the creator economy through software, regardless of their background or previous experience. This individual will manage the support team while significantly contributing to the technical troubleshooting process and implementing scalable support solutions.
What you will do
Lead and develop a technical support team, establishing clear goals and performance metrics
Provide direct technical troubleshooting for complex user issues, debugging code-related problems before escalation
Design and implement support automation through Zendesk, Slack, and AI-powered solutions to handle high request volumes efficiently
Create escalation processes that balance engineering team involvement with support team independence
Drive continuous improvement in documentation, self-service resources, and knowledge base content
Implement upskilling programs to elevate the technical capabilities of the support team
Analyze support trends to identify product improvement opportunities
Required Skills + Experience
Technical foundation with coding experience (ability to debug issues across various programming languages)
Previous experience managing technical support teams or related customer-facing roles
Proven track record implementing automation and process improvements in support environments
Experience with support platforms (Zendesk preferred) and collaboration tools
Excellent communication skills across technical and non-technical audiences
Self-directed with a bias toward action and problem-solving
Ability to balance high-volume support demands with strategic improvements
Tools + Tech Stack for this role
Zendesk for support ticket management
Slack for team collaboration
Various programming languages (for debugging user issues)
Knowledge base and documentation systems
Support automation and AI-powered solutions
This role may not be a fit if
You prefer strictly managerial roles without hands-on technical involvement
Youre uncomfortable balancing high-volume support demands with strategic improvements
You dont enjoy working in a fast-paced, rapidly evolving environment
You prefer established processes over creating and iterating on solutions
Full-Time Employee Benefits Include:
💰 Competitive Salary & Equity
💹 401(k) Program
⚕️ Health, Dental, Vision and Life Insurance
🩼 Short Term and Long Term Disability
🚼 Paid Parental, Medical, Caregiver Leave
🚗 Commuter Benefits
📱 Monthly Wellness Stipend
🧑💻 Autonoumous Work Environement
🖥 In Office Set-Up Reimbursement
🏝 Flexible Time Off (FTO) + Holidays
🚀 Quarterly Team Gatherings
☕ In Office Amenities
Want to learn more about what we are up to?
Interviewing + Culture at Replit
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.
This is a full-time role that can be held from our Foster City, CA office. The hybrid role has an in-office requirement of Monday, Wednesday, and Friday.