Overview

We’re on a mission to make programming more accessible by building the best, simplest, and fastest coding environment. Replit is a place to not only learn and practice programming but also to collaborate and ship applications.

We are building a world-changing platform where people go all the way from writing their first lines of code to starting their first businesses. As a product and technology-focused startup, we have grown to millions of users, but we want to reach everyone in the world who’s learning to code!

In this role, you have an opportunity to get in at the ground level of a high-growth startup and help our team inspire the next generation of developers. You’ll have an immediate and long-term impact! You will be responsible for support across all of Replit. This team engages directly with customers to resolve or rapidly escalate technical issues.

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Position: Support Engineer Manager

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In this role, you will:

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– Improve operations for all support-related services

– Implement root cause analysis to determine what needs to improve and how

– Develop SLAs and metrics for the support team

– Create strategies that work for an ever-changing user base and platform

– Mentor and develop Support Engineers to nurture their skills and experience

– Engage with our community to fix bugs and gain feedback

– Work on documentation based on customer confusion or issues

– Improve customer experience

You qualify if you:

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– Have experience providing customer support

– Have experience leading and scaling a global support engineering team

– Have previously built out new processes and procedures

– Have written support material (ie docs)

– Have an affinity towards solving problems

– Are great at communication (stakeholders include users and internal team)

Even better if:

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– You’re an active Replit user

– You’ve worked at an early-stage startup

– You’ve worked as a software engineer

– Passion for and/or experience in education technology

Job Location:

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– SF or Global (currently only open for those who can overlap at least 4-hours from the US Pacific Timezone)