Premium Support Engineer
ReplitVisit Replit website
Replit is an agentic AI software-creation platform for creating, launching, and growing apps, websites, tools, and businesses through natural language.
Foster City, United States
Funding history
About Replit
Replit combines an AI agent with integrated application infrastructure—including authentication, databases, hosting, monitoring, integrations, and enterprise controls—to let users build and deploy software from one workspace.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will provide high-priority support, diagnose and resolve complex platform issues, and manage incident communications. You will escalate high-impact issues, improve internal tooling and documentation, partner across functions, and mentor support engineers.
Requirements
- 3+ years in technical support, developer support, or systems engineering
- Rapid-response support experience for high-value or enterprise customers
- Debugging skills with JavaScript, Python, or similar languages
- Written and verbal technical communication under time pressure
- Familiarity with Zendesk, Linear, Slack, and debugging utilities
- Ability to manage multiple high-priority issues simultaneously
Responsibilities
- Provide high-priority support to Premium customers within strict SLAs
- Diagnose, reproduce, and resolve complex technical issues
- Escalate and track high-impact issues with Product and Engineering
- Lead customer-facing communications during outages and incidents
- Identify recurring issues and reduce time to resolution
- Contribute to internal tooling, automation, and documentation
- Partner with Engineering, Product, and Sales
- Onboard and mentor support engineers
Benefits
- Equity
- 401(k) program with a 4% match
- Health, dental, vision, and life insurance
- Short-term and long-term disability
- Paid parental, medical, and caregiver leave
- Flexible time off and holidays
- Commuter benefits
- Monthly wellness stipend
- In-office setup reimbursement
- Quarterly team gatherings
- In-office amenities