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Replit is seeking a Premium Support Engineer to serve as the front line for high-value customers, delivering expert technical support with fast response times and reliable solutions. You'll handle complex product issues across the Replit platform, guide customers through critical incidents, and ensure every interaction meets the highest quality standards.
In this role, you will provide swift, high-priority support to Premium customers within strict SLAs, diagnose and resolve complex technical issues, and escalate high-impact problems to Product and Engineering teams with transparent communication. You'll lead customer-facing communications during outages or incidents, identify recurring issues to reduce resolution time, and contribute to internal tooling and documentation that improves team efficiency.
You'll partner with Engineering, Product, Sales, and other internal teams to ensure Premium customers receive consistent, high-quality experiences. You'll also help onboard and mentor other support engineers, raising the team's overall bar for responsiveness and quality.
Required qualifications include 3+ years in technical support, developer support, or systems engineering, with proven experience providing rapid-response support to high-value or enterprise customers. You need strong debugging skills with JavaScript, Python, or similar languages, excellent written and verbal communication under time pressure, and familiarity with support tools like Zendesk, Linear, and Slack. You must demonstrate the ability to manage multiple high-priority issues simultaneously while maintaining accuracy and composure, with a proactive, ownership-driven mindset and genuine empathy for customers.
Nice-to-have qualifications include recent Replit usage (last 3-6 months), experience with IDEs, terminals, or developer tools, and familiarity with AI tools like Claude or ChatGPT. Replit values problem-solving mindset, self-directed autonomy, strong communication skills, continuous learning, and a focus on automation.
This is a full-time, in-office hybrid role based in Foster City, CA, with a Saturday-Wednesday work week and in-office requirements on Mondays and Wednesdays.
