Premium Support Engineer (Weekend)

• As a Premium Support Engineer at Replit, you’ll be the front line for our highest-value customers — delivering fast, expert, and reliable technical support when it matters most
• You’ll handle complex product issues, guide customers through critical incidents, and ensure every interaction meets the highest standard of quality and speed
• Replit 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 clarity for your team
• You’ll combine deep technical troubleshooting with calm, confident communication to keep builders moving — whether it’s an enterprise team deploying at scale or a top-tier developer relying on Replit to power their business
• Serve as the trusted front-line contact for large enterprise customers, guiding them on AI prompting best practices, resolving bugs, and turning feedback into a better product experience, whilst adhering to strict SLAs
• Diagnose, reproduce, and resolve complex technical issues across the Replit platform
• Escalate and track high-impact issues with Product and Engineering, ensuring timely fixes and transparent communication
• Lead customer-facing communications during outages or incidents
• Analyse recurring issues and identify process and documentation improvements to reduce time-to-resolution
• Build and update internal tooling, automation, and documentation that improves team efficiency
• Partner with Engineering, Product, Sales and other internal teams to ensure Premium customers receive a consistent, high-quality experience
• Help onboard and mentor other support engineers, raising the team’s overall bar for responsiveness and quality

Benefits

• Remote-First and Autonomous Working Environment
• Flexible Work Hours
• Health, Dental, Vision, and Life Insurance
• Home Office Set-Up Stipend
• Monthly Expenses Stipend
• Short Term and Long Term Disability
• Flexible PTO (2 Weeks Minimum Required) + Holidays
• Annual Company/Team Offsites (4/year)
• Parental and Baby Bonding Leave
• Commuter Benefits
• 401k Program
• Equity- Experience managing and delivering against operational SLAs for enterprise accounts
• Working knowledge of APIs, databases, and Git-based CI/CD workflows
• Strong hands-on debugging experience with JavaScript, Python, or similar languages, including the ability to read and reason through an unfamiliar codebase
• Familiarity with support tools like Zendesk, Linear, Slack, and internal debugging utilities
• Excellent written and verbal communication skills, able to convey technical concepts clearly to both technical and non-technical stakeholders
• A proactive, ownership-driven mindset and genuine empathy for customers building on Replit
• Proven ability to manage multiple high-priority issues simultaneously while maintaining accuracy and composure
• 4+ years in technical support, developer support, or systems engineering
• Problem-solving mindset: Ability to approach complex operational challenges systematically and devise effective solutions
• Focus on automation: Strong belief in automating repetitive tasks and building self-healing systems
• Continuous learning: Passion for staying current with industry best practices and new technologies
• Self-directed and autonomous: Capable of working independently while collaborating effectively with cross-functional teams
• Strong communication skills: Ability to explain complex technical concepts to both technical and non-technical audiences
• Has used Replit in the last 3 to 6 months
• Experience working with IDEs, terminals, or other common developer tools
• Exposure to cloud infrastructure (AWS, GCP, or similar)
• Experience with AI tools (Claude, ChatGPT, etc.)