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

Key technologies and capabilities for this role

JavaScriptPythondebuggingtechnical supporttroubleshootingSLAincident managementautomationcustomer communication

Questions & Answers

Common questions about this position

What is the salary range for the Premium Support Engineer position?

The salary range is $185K - $220K.

Is this a remote position or does it require office work?

This information is not specified in the job description.

What skills and experience are required for this role?

Required skills include 3+ years in technical support, developer support, or systems engineering; experience with rapid-response support for high-value customers; strong debugging in JavaScript, Python, or similar; excellent communication under pressure; familiarity with tools like Zendesk, Linear, Slack; and ability to manage multiple high-priority issues.

What does Replit value in its team members?

Replit values a problem-solving mindset, self-directed and autonomous work, strong communication skills, and a passion for continuous learning.

What makes a strong candidate for the Premium Support Engineer role?

Strong candidates have 3+ years of relevant experience, strong debugging skills in JS/Python, excellent communication, tool familiarity, and a proactive ownership mindset; bonus for recent Replit use, IDE/terminal experience, or AI tool familiarity.

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

Benefits

Competitive salary & equity

Your choice of new equipment & software

Health, dental, & vision insurance

Autonomy at work

Flexible work hours

Learning & development stipend

Monthly health & wellness stipend

Generous parental leave

Unlimited PTO (2 weeks minimum required)

401k matching

Commuter benefits

Expensed lunch

Yearly off-sites

Risks

Replit faces competition from GitHub Codespaces with similar features.

Market saturation in online coding environments may challenge Replit's differentiation.

Significant investment in AI development could strain Replit's financial resources.

Differentiation

Replit offers a browser-based IDE supporting over 50 programming languages.

The platform enables real-time collaboration and code sharing across multiple devices.

Replit's AI-powered coding assistance enhances developer productivity and efficiency.

Upsides

Replit raised $97.4M to expand cloud services and lead in AI development.

The platform benefits from increased demand for remote and collaborative coding tools.

Educational institutions are adopting Replit for remote learning, boosting its user base.

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