Premium Support Engineer at Replit

New York, New York, United States

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$185,000 – $220,000Compensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, SoftwareIndustries

Requirements

3+ years in technical support, developer support, or systems engineering
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 — able to convey technical concepts clearly and calmly
Familiarity with support tools like Zendesk, Linear, Slack, and internal debugging utilities
Proven ability to manage multiple high-priority issues simultaneously while maintaining accuracy and composure
A proactive, ownership-driven mindset and genuine empathy for customers building on Replit
Problem-solving mindset: Ability to approach complex operational challenges systematically and devise effective solutions
Self-directed and autonomous: Capable of working independently while collaborating effectively with cross-functional teams
Strong communication skills: Ability to explain complex technical concepts to both technical and non-technical audiences
Continuous learning: Passion for staying current with industry best practices and new technologies
Focus on automation: Strong belief in automating repetitive tasks and building self-healing systems

Responsibilities

Provide swift, high-priority support to Premium customers, responding within strict SLAs
Diagnose, reproduce, and resolve complex technical issues across the Replit platform
Escalate and track high-impact issues with Product and Engineering, ensuring timely fixes and transparent communication
Lead customer-facing communications during outages or incidents
Identify recurring issues and collaborate internally to reduce time-to-resolution
Contribute to internal tooling, automation, and documentation that improves team efficiency
Partner with Engineering, Product, Sales and other internal teams to ensure Premium customers receive a consistent, high-quality experience
Help onboard and mentor other support engineers, raising the team’s overall bar for responsiveness and quality

Skills

JavaScript

Python

debugging

technical support

troubleshooting

SLA

incident management

automation

customer communication

Replit

Cloud-based platform for coding collaboration

About Replit

Replit provides a cloud-based platform for software development and deployment, allowing users to write, run, and share code directly from their web browser. This eliminates the need for complicated local setups, making it easier for a variety of users, including enterprises, freelancers, and students, to engage in coding. The platform features an online code editor, an integrated development environment (IDE), and AI-powered coding assistance, supporting multiple programming languages. Replit stands out from its competitors by offering real-time collaboration tools and project management features, which enhance teamwork among developers. The company operates on a subscription-based model, providing different pricing tiers that unlock additional features, and also generates revenue through enterprise solutions and educational partnerships. The goal of Replit is to make coding accessible and enjoyable for everyone, regardless of their experience level.

San Francisco, CaliforniaHeadquarters

2016Year Founded

$216MTotal Funding

LATE_VCCompany Stage

Enterprise Software, AI & Machine Learning, EducationIndustries

51-200Employees