# Premium Support Engineer

**Company:** [Replit](https://hotfix.jobs/companies/replit)
**Location:** Remote
**Role:** Support Engineering
**Experience:** 4+ years
**Skills:** JavaScript, Python, Zendesk, Linear, Slack, Incident Management, Technical Troubleshooting, Developer Tools, Ides, Terminals, Claude, ChatGPT
**Posted:** 2026-08-12

> Provides high-priority technical support to premium and enterprise customers in English and Japanese, resolving complex platform issues, leading incident communications, and improving support tooling. Requires 4+ years of technical or developer support experience and strong JavaScript or Python debugging skills.

## Job Description

## 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.

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