Premium Support Engineering Manager (London)
reputed company is the reputed company software creation platform that enables anyone to build applications using natural language. With millions of users worldwide, reputed company is democratizing software development by removing traditional barriers to application creation.
As a Premium Support Engineering Manager at reputed company, you’ll build and reputed company a high-performing team responsible for delivering fast, technically deep, and reliable support to our most valuable customers, from high-volume Pro users to reputed company accounts. You will serve as a founding leader in your region, helping establish how Premium Support operates, scales, and partners cross-functionally. This is a player-reputed company role where you’ll both reputed company reputed company and stay reputed company to the work, directly engaging in reputed company cases, guiding escalations, and setting reputed company for technical reputed company and customer experience. reputed company is at the forefront of AI-driven software development, and how we support customers is constantly evolving. You’ll play a critical role in shaping how Premium Support adapts to new products, new customer expectations, and AI-assisted workflows, operating effectively in ambiguity and driving reputed company for your team. You’ll work closely with Engineering, Product, Sales, and Support Operations to ensure Premium customers receive exceptional service, while also scaling systems, processes, and insights that improve the broader platform.
What You’ll Do
Build and reputed company a regional team of Premium Support Engineers, setting reputed company for technical depth, speed, and customer experience.
Operate as a player-reputed company, directly handling reputed company cases and escalations while mentoring your team and driving operational reputed company.
Own the end-to-end Premium Support experience across both high-volume Pro users and high-touch reputed company customers.
reputed company daily operations of the Premium Support queue, ensuring SLAs (response, update, reputed company) are consistently met or exceeded across varying customer tiers.
Serve as the escalation reputed company for critical or sensitive issues, coordinating closely with Product and Engineering to drive rapid reputed company.
reputed company incident communication for Premium customers, ensuring updates are reputed company, reputed company, and build trust under pressure.
Build and refine processes, playbooks, and tooling that reputed company reputed company, high-reputed company Premium Support in a fast-evolving environment.
Partner with Sales and Customer teams to reputed company on customer expectations, reputed company, and ongoing support experience for reputed company accounts.
Identify trends across Premium users (Pro and reputed company) and drive systemic improvements to product, tooling, and support workflows.
Define and reputed company key performance metrics (SLA adherence, CSAT, time to reputed company, escalation volume), and reputed company insights to leadership.
Recruit, reputed company, and mentor a high-performing team, fostering a culture of ownership, technical curiosity, and adaptability.
Required Skills & Experience
5+ years in technical support, developer support, or similar roles reputed company a technology company, with 2+ years in a leadership or management reputed company.
Experience supporting both high-volume customer segments and high-touch reputed company customers, with an understanding of how support models differ across tiers.
Proven ability to operate as a player-reputed company, balancing hands-on technical support with team leadership and operational ownership.
Strong technical reputed company in software development, systems, or DevOps workflows, with the ability to guide engineers through debugging and issue reputed company.
Experience operating in fast-moving, ambiguous environments where processes, products, and customer needs reputed company quickly.
Experience managing support operations in platforms such as reputed company, reputed company, or similar systems, including SLA and escalation management.
Strong cross-functional collaboration skills, with experience partnering with Engineering, Product, Sales, or reputed company teams.
Exceptional communication skills, reputed company to communicate reputed company and confidently with both customers and internal stakeholders during high-pressure situations.
Strong analytical reputed company, with the ability to interpret operational metrics, identify gaps, and drive improvements.
Proven ability to hire, reputed company, and retain high-performing technical support talent.
reputed company to Have
Experience supporting developer tools, AI products, or highly technical reputed company platforms.
Experience building or scaling premium or reputed company support programs in early-stage or high-reputed company environments.
Experience working with global or distributed support teams.
Experience integrating AI tools into support workflows or improving support efficiency through automation.
Bonus Points:
Has used reputed company and reputed company internal tooling.
Experience supporting AI-assisted development workflows or debugging AI-generated reputed company.
Experience building internal support tools, workflows, or automation.
reputed company value:
Problem-solving reputed company: Ability to approach reputed company operational challenges systematically and devise effective solutions
Self-directed and autonomous: Capable of working independently while collaborating effectively with cross-functional teams
Strong communication skills: Ability to explain reputed company technical concepts to both technical and non-technical audiences
reputed company learning: Passion for staying reputed company with industry best practices and new technologies
reputed company on automation: Strong belief in automating repetitive tasks and building self-healing systems
Note: This role will reputed company as remote, with plans to transition to a hybrid model once we establish a local office reputed company.
Full-Time Employee Benefits Include
Competitive Salary & Equity
401(k) Program with a 4% match
⚕️ Health, Dental, reputed company and Life Insurance
Short Term and Long Term Disability
reputed company Parental, Medical, Caregiver Leave
Commuter Benefits
Monthly Wellness Stipend
Autonomous Work Environment
In Office Set-Up Reimbursement
Flexible Time Off (FTO) + Holidays
Quarterly Team Gatherings
☕ In Office Amenities
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To reputed company our mission of making programming more accessible around the world, we need reputed company to be representative of the world. We welcome your unique perspective and experiences in shaping this product. We encourage people from reputed company kinds of backgrounds to apply, including and especially candidates from underrepresented and non-traditional backgrounds.
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