Premium Support Engineer (London, Weekend)
Remote • London Office • FullTime
Posted 5d 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 adapting support strategies to new products, evolving customer expectations, and AI-assisted workflows, driving clarity and effectiveness within the team. The position requires a blend of deep technical troubleshooting skills and strong communication abilities to keep users productive, whether they are enterprise teams or individual developers.
Responsibilities
- Serve as the primary contact for enterprise customers, advising on AI prompting best practices, resolving bugs, and incorporating feedback.
- Diagnose, reproduce, and resolve complex technical issues across the Replit platform.
- Escalate and track high-impact issues with Product and Engineering teams, ensuring timely resolutions and clear communication.
- Lead customer communications during outages or critical incidents.
- Analyze recurring issues to identify improvements in processes and documentation for faster resolution.
- Develop and update internal tools, automation, and documentation to enhance team efficiency.
- Collaborate with Engineering, Product, Sales, and other internal teams to ensure a consistent, high-quality customer experience.
- Assist in onboarding and mentoring other support engineers to improve team responsiveness and quality.
Requirements
- Minimum of 4 years in technical support, developer support, or systems engineering.
- Experience managing and meeting operational SLAs for enterprise accounts.
- Strong debugging skills in languages like JavaScript or Python, with the ability to understand unfamiliar codebases.
- Working knowledge of APIs, databases, and Git-based CI/CD workflows.
- Excellent written and verbal communication skills, capable of explaining technical concepts to diverse audiences.
- Familiarity with support tools such as Zendesk, Linear, and Slack.
- Proven ability to manage multiple high-priority issues concurrently with accuracy and composure.
- A proactive, ownership-driven mindset with empathy for customers.
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 & US Only)
- Monthly Wellness Stipend
- Autonomous Work Environment
- In Office Set-Up Reimbursement (In-Office Only)
- Quarterly Team Gatherings
- In Office Amenities (In-Office Only)