Support Engineering Manager

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, you'll 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

• You're uncomfortable balancing high-volume support demands with strategic improvements

• You don't enjoy working in a fast-paced, rapidly evolving environment

• You prefer established processes over creating and iterating on solutions

Full-Time Employee Benefits Include:

🧑‍💻 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 

🚼 Paid Parental, Medical, Caregiver Leave

🏝 Flexible Time Off (FTO) + Holidays

🚀 Quarterly Team Gatherings

Want to learn more about what we are up to?

• Replit Blog
  

Interviewing + Culture at Replit 

• Operating Principles

• Reasons not to work 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.