Premium Support Engineer (Weekend Shift)

Responsibilities

• Provide swift, high-priority support to Premium customers 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 deliver a consistent Premium customer experience.
• Onboard and mentor support engineers, raising responsiveness and quality standards.

Requirements

• 3+ years of experience 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.
• Familiarity with Zendesk, Linear, Slack, and internal debugging utilities.
• Ability to manage multiple high-priority issues while maintaining accuracy and composure.
• Proactive, ownership-driven mindset and empathy for customers.

Nice-to-haves

• Used Replit within the last 3–6 months.
• Experience with IDEs, terminals, or other developer tools.
• Experience with AI tools such as Claude or ChatGPT.

Compensation and Benefits

• Salary: $185,000–$210,000 annually, plus 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.
• Monthly wellness stipend.
• In-office setup reimbursement.
• Quarterly team gatherings.
• In-office amenities.