Premium Support Engineer, Replit

• 3+ years in technical support, developer support, or systems engineering
• Experience providing rapid-response support to high-value or enterprise customers
• Strong debugging skills with JavaScript, Python, or similar languages
• Excellent written and verbal communication under time pressure — able to convey technical concepts clearly and calmly
• Familiarity with support tools like Zendesk, Linear, Slack, and internal debugging utilities
• Proven ability to manage multiple high-priority issues simultaneously while maintaining accuracy and composure
• A proactive, ownership-driven mindset and genuine empathy for customers building on Replit
• Problem-solving mindset: Ability to approach complex 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 complex technical concepts to both technical and non-technical audiences
• Continuous learning: Passion for staying current with industry best practices and new technologies
• Focus on automation: Strong belief in automating repetitive tasks and building self-healing systems

Desirable

• 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
• Provide swift, high-priority support to Premium customers, responding within 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
• Identify recurring issues and collaborate internally to reduce time-to-resolution
• Contribute to 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
• The schedule follows a Saturday through Wednesday work week, with an in-office requirement on Mondays and Wednesdays