Premium Support Engineer
Provides expert technical support to enterprise customers, troubleshooting complex platform issues, managing incidents and SLAs, and improving support tooling and processes. Requires 4+ years in technical or developer support, strong debugging skills, and familiarity with APIs, databases, and CI/CD.
About the job
Responsibilities
- Serve as the trusted front-line contact for large enterprise customers, providing guidance on AI prompting, resolving bugs, and meeting strict SLAs.
- Diagnose, reproduce, and resolve complex technical issues across the Replit platform.
- Escalate and track high-impact issues with Product and Engineering teams.
- Lead customer-facing communications during outages and incidents.
- Analyze recurring issues and improve processes and documentation to reduce time to resolution.
- Build and update internal tooling, automation, and documentation to improve team efficiency.
- Partner with Engineering, Product, Sales, and other teams to deliver a consistent premium-customer experience.
- Onboard and mentor other support engineers.
Requirements
- 4+ years of experience in technical support, developer support, or systems engineering.
- Experience managing operational SLAs for enterprise accounts.
- Strong hands-on debugging experience with JavaScript, Python, or similar languages, including reading and reasoning through unfamiliar codebases.
- Working knowledge of APIs, databases, and Git-based CI/CD workflows.
- Excellent written and verbal communication skills.
- Ability to manage multiple high-priority issues while maintaining accuracy and composure.
- Proactive, ownership-driven approach and genuine customer empathy.
Nice to Have
- Recent experience using Replit.
- Experience with IDEs, terminals, or other developer tools.
- Experience with AI tools such as Claude or ChatGPT.
- Exposure to cloud infrastructure such as AWS or Google Cloud.
Benefits
- Competitive salary and equity.
- 401(k) program with a 4% match (US only).
- Health, dental, vision, and life insurance.
- Short- and long-term disability coverage.
- Paid parental, medical, and caregiver leave.
- Flexible time off and holidays.
- Commuter benefits (in-office and US only).
- Monthly wellness stipend.
- Autonomous work environment.
- In-office setup reimbursement.
- Quarterly team gatherings.
- In-office amenities.
Skills
JavaScript, Python, APIs, Databases, Git, CI/CD, Zendesk, Linear, Slack, AWS, GCP, AI Tools
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