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Replit is an AI-driven software creation platform that democratizes application development. As a Premium Support Engineer, you'll be the frontline technical support for Replit's highest-value customers, handling complex product issues and guiding customers through critical incidents.
You'll provide swift, expert technical support within strict SLAs, diagnosing and resolving complex issues across the Replit platform. You'll escalate high-impact issues to Product and Engineering teams, lead customer-facing communications during outages, and identify recurring problems to reduce resolution time. You'll contribute to internal tooling, automation, and documentation that improves team efficiency, and partner with Engineering, Product, Sales, and other teams to ensure Premium customers receive consistent, high-quality support.
The role requires mentoring other support engineers and raising the team's overall bar for responsiveness and quality. You'll work in an environment that values problem-solving, autonomy, strong communication, continuous learning, and automation.
Required qualifications include 3+ years in technical support, developer support, or systems engineering, with experience providing rapid-response support to high-value or enterprise customers. You need strong debugging skills in 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 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 skills include recent Replit usage, experience with IDEs and developer tools, and familiarity with AI tools like Claude or ChatGPT. This is a full-time role based in the NYC office (SoHo) with a Saturday-Wednesday work week and in-office requirements on Mondays and Wednesdays.
