# Premium Support Engineer

**Company:** [Replit](https://hotfix.jobs/companies/replit)
**Location:** Remote
**Role:** Support Engineering
**Experience:** 3+ years
**Skills:** Technical Support, JavaScript, Python, Zendesk, Linear, Slack, Debugging, Incident Management, Automation, Ide Tools
**Posted:** 2026-09-08

> Provides high-priority technical support to Premium customers, diagnosing complex platform issues, coordinating incidents with Engineering and Product, and improving support tooling and processes. Requires 3+ years of technical support or systems engineering experience plus strong JavaScript or Python debugging skills.

## Job Description

## 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.

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