SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Replit is an agentic software creation platform that democratizes application development by enabling anyone to build applications using natural language. As a Premium Support Engineer, you'll be the technical frontline for Replit's highest-value customers, delivering expert support under strict SLAs.
You'll diagnose and resolve complex technical issues across the Replit platform, combining deep troubleshooting expertise with clear communication to keep enterprise teams and top-tier developers moving. Your responsibilities include handling rapid-response support for premium customers, reproducing and fixing complex issues, escalating high-impact problems to Product and Engineering with transparent tracking, and leading customer-facing communications during outages or incidents.
You'll identify recurring issues and collaborate internally to reduce resolution time, contribute to internal tooling and automation that improves team efficiency, and partner across Engineering, Product, and Sales to ensure consistent, high-quality experiences for premium customers. You'll also help onboard and mentor other support engineers, raising the team's overall bar for responsiveness and quality.
Required qualifications include 4+ years in technical support, developer support, or systems engineering; professional fluency in both English and Japanese (written and verbal); 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 support tools like Zendesk, Linear, and Slack; and proven ability to manage multiple high-priority issues simultaneously while maintaining accuracy and composure.
Bonus experience includes recent use of Replit, familiarity with IDEs and developer tools, and experience with AI tools like Claude or ChatGPT. The role values problem-solving, self-direction, strong communication, continuous learning, and a focus on automation. Initially remote, with plans to transition to hybrid once a local office is established.
