Support Engineer

Who you are

• Prior experience in software development or relevant technical support experience
• Proven ability to work efficiently in fast-paced, high-volume support environments with strict productivity metrics
• Strong time management and ticket triage skills with comfort in performance tracking and regular reporting
• Excellent communication skills with initiative to ask questions when encountered with the unknown
• Experience with support tools and ticketing systems (e.g. Zendesk)
• Has used Replit in the last 3 to 6 months
• Experience working with IDEs, terminals, or other common developer tools
• Experience with AI tools (Claude, ChatGPT, etc.)

What the job involves

• As a Support Engineer you are at the forefront of helping those developers create
• In a given day you’ll help folks with all sorts of things ranging from general Replit usage questions, identifying and debugging issues on the platform and helping to build and maintain the tools we use
• We use tools like Zendesk, Linear, Slack, and Replit itself to get the job done
• We also value solving the problems we can ourselves
• We have a number of tools we build and maintain ourselves
• You will work on a small, global team of support specialists and engineers united by Replit's mission to make the next billion software creators
• Together, you'll ensure developers worldwide have the support they need to bring their ideas to life
• Work directly with Replit customers via support tickets to solve technical product issues, bugs, and provide technical guidance while meeting daily ticket volume and resolution time targets
• Collaborate with the rest of the Support team in telling the story of our users to the rest of Replit
• Directly contribute to and maintain the Support team's Knowledge Base
• Support customer-facing communications for outages and incidents and swiftly report ongoing bugs for Eng to triage and fix

Benefits

• Remote-First and Autonomous Working Environment
• Flexible Work Hours
• Equity
• Home Office Set-Up Stipend
• Health, Dental, Vision, and Life Insurance
• Short Term and Long Term Disability
• Monthly Expenses Stipend
• Commuter Benefits
• Parental and Baby Bonding Leave
• Flexible PTO (2 Weeks Minimum Required) + Holidays
• 401k Program
• Annual Company/Team Offsites (4/year)