Premium Support Engineer

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.
• Lead customer-facing communications during outages and incidents.
• Identify recurring issues and collaborate internally to reduce resolution times.
• Contribute to internal tooling, automation, and documentation.
• Partner with Engineering, Product, Sales, and other teams to deliver a consistent Premium customer experience.
• Onboard and mentor support engineers.

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 Have

• Recent experience using Replit.
• Experience with IDEs, terminals, or other 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 where applicable.
• Quarterly team gatherings.
• In-office amenities where applicable.