Premium Support Engineer

Responsibilities

• Provide swift, high-priority support to Premium customers while meeting 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 standards for responsiveness and quality.

Requirements

• 4+ years of experience in technical support, developer support, or systems engineering.
• Professional fluency in English and Japanese, both written and verbal.
• 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, with the ability to convey technical concepts clearly and calmly.
• Familiarity with Zendesk, Linear, Slack, and internal debugging utilities.
• Ability to manage multiple high-priority issues simultaneously while maintaining accuracy and composure.
• Proactive, ownership-driven mindset and genuine empathy for customers.

Nice-to-haves

• Recent experience using Replit.
• Experience with IDEs, terminals, or other common developer tools.
• Experience with AI tools such as Claude or ChatGPT.

Compensation and 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 (in-office only).
• Quarterly team gatherings.
• In-office amenities (in-office only).

The role will begin remotely, with plans to transition to a hybrid model after a local office is established.