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 doLead and develop a technical support team, establishing clear goals and performance metricsProvide direct technical troubleshooting for complex user issues, debugging code-related problems before escalationDesign and implement support automation through Zendesk, Slack, and AI-powered solutions to handle high request volumes efficientlyCreate escalation processes that balance engineering team involvement with support team independenceDrive continuous improvement in documentation, self-service resources, and knowledge base contentImplement up-skilling programs to elevate the technical capabilities of the support teamAnalyze support trends to identify product improvement opportunitiesRequired Skills + ExperienceTechnical foundation with coding experience (ability to debug issues across various programming languages)Previous experience managing technical support teams or related customer-facing rolesProven track record implementing automation and process improvements in support environmentsExperience with support platforms (Zendesk preferred) and collaboration toolsExcellent communication skills across technical and non-technical audiencesSelf-directed with a bias toward action and problem-solvingAbility to balance high-volume support demands with strategic improvementsTools + Tech Stack for this roleZendesk for support ticket managementSlack for team collaborationVarious programming languages (for debugging user issues)Knowledge base and documentation systemsSupport automation and AI-powered solutionsThis role may not be a fit ifYou prefer strictly managerial roles without hands-on technical involvementYou're uncomfortable balancing high-volume support demands with strategic improvementsYou don't enjoy working in a fast-paced, rapidly evolving environmentYou prefer established processes over creating and iterating on solutionsFull-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 AmenitiesWant to learn more about what we are up to?Interviewing + Culture at ReplitTo 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.
