Premium Support Engineer (London)
Remote • London Office • FullTime
Posted 5mo ago
Remote Work Policy
Fully remote
Employment Type
FullTime
Categories
Applied AI Engineer
About the job
Replit is seeking a Premium Support Engineer to be the primary point of contact for their highest-value customers, providing expert and timely technical support. This role involves handling complex product issues, guiding customers through critical incidents, and ensuring a high standard of quality and speed in all interactions. The engineer will play a key part in evolving support strategies, adapting to new products and customer expectations, and leveraging AI-assisted workflows. The position requires a blend of deep technical troubleshooting and clear, confident communication to keep users productive.
Responsibilities
- Provide high-priority support to Premium customers within strict SLAs.
- Diagnose, reproduce, and resolve complex technical issues on the Replit platform.
- Escalate and track high-impact issues with Product and Engineering teams.
- Lead customer communications during outages or incidents.
- Identify recurring issues and collaborate internally to improve resolution times.
- Contribute to internal tooling, automation, and documentation.
- Partner with internal teams to ensure a consistent, high-quality customer experience.
- Onboard and mentor other support engineers.
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 in JavaScript, Python, or similar languages.
- Excellent written and verbal communication skills under pressure.
- Familiarity with support tools like Zendesk, Linear, and Slack.
- Ability to manage multiple high-priority issues simultaneously.
- Proactive, ownership-driven mindset with customer empathy.
Benefits
- Competitive Salary & Equity
- 401(k) Program with a 4% match (US Only)
- Health, Dental, Vision and Life Insurance
- Short Term and Long Term Disability
- Paid Parental, Medical, Caregiver Leave
- Flexible Time Off (FTO) + Holidays
- Commuter Benefits (In-Office Only)
- Monthly Wellness Stipend
- Autonomous Work Environment
- In Office Set-Up Reimbursement (In-Office Only)
- Quarterly Team Gatherings
- In Office Amenities (In-Office Only)