Premium Support Engineer

About the role

Replit is the agentic software creation platform that enables anyone to build applications using natural language. As a Premium Support Engineer, you will serve as the primary contact for high-value enterprise customers, providing expert technical support and guiding them through complex product issues. You will play a critical role in shaping support workflows, ensuring high-quality service, and collaborating with internal teams to improve the overall product experience.

Responsibilities

• Serve as the trusted front-line contact for large enterprise customers, guiding them on AI prompting best practices, resolving bugs, and turning feedback into a better product experience, whilst adhering to 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.
• Analyse recurring issues and identify process and documentation improvements to reduce time-to-resolution
• Build and update 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.

Required skills

• Technical support
• Developer support
• Systems engineering
• Operational SLAs
• JavaScript
• Python
• APIs
• Databases
• Git
• CI/CD
• Zendesk
• Linear
• Slack

Nice to have

• Replit
• IDEs
• Terminals
• AI tools
• AWS
• GCP

Benefits

• Competitive Salary
• Equity
• Health Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• Short Term Disability
• Long Term Disability
• Paid Parental Leave
• Flexible Time Off

About the Company

Replit is the agentic software creation platform that enables anyone to build applications using natural language. With millions of users worldwide, Replit is democratizing software development by removing traditional barriers to application creation.