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Replit is an agentic software creation platform that democratizes application development through natural language interfaces. As a Premium Support Engineer, you'll be the primary technical contact for Replit's highest-value enterprise customers, delivering expert support aligned to strict SLAs.
You'll diagnose and resolve complex technical issues across the Replit platform, combining hands-on debugging with clear communication to keep customers moving. Your responsibilities include troubleshooting bugs, guiding customers on AI prompting best practices, escalating high-impact issues to Product and Engineering teams, and leading customer communications during incidents or outages.
Beyond reactive support, you'll analyze recurring issues to identify process improvements, build internal tooling and automation to enhance team efficiency, and mentor other support engineers. You'll partner cross-functionally with Engineering, Product, and Sales to ensure Premium customers receive consistent, high-quality experiences.
Required qualifications: 4+ years in technical support, developer support, or systems engineering; proven experience managing enterprise SLAs; strong hands-on debugging in JavaScript, Python, or similar languages with ability to read unfamiliar codebases; working knowledge of APIs, databases, and Git-based CI/CD workflows; excellent written and verbal communication; familiarity with support tools (Zendesk, Linear, Slack); ability to manage multiple high-priority issues simultaneously.
Nice-to-have skills include recent Replit usage, experience with IDEs and developer tools, familiarity with AI tools (Claude, ChatGPT), and exposure to cloud infrastructure (AWS, GCP).
The role currently begins as remote with plans to transition to hybrid once a local London office is established. Replit values problem-solving, autonomy, strong communication, continuous learning, and a focus on automation.
