Premium Support Engineer (NYC, Weekend Shift)
Remote • NYC (SoHo) • FullTime
Posted 4d ago
Remote Work Policy
Fully remote
Employment Type
FullTime
Categories
Applied AI Engineer
About the job
Replit is seeking a Premium Support Engineer to provide expert technical support to their highest-value customers. This role involves handling complex product issues, guiding customers through critical incidents, and ensuring high standards of quality and speed in all interactions. The engineer will play a key role in adapting support strategies to new products and customer expectations, leveraging AI-assisted workflows. The position requires combining deep technical troubleshooting with clear, confident communication to keep users productive.
Responsibilities
- Provide swift, high-priority support to Premium customers within strict SLAs.
- Diagnose, reproduce, and resolve complex technical issues across the Replit platform.
- Escalate and track high-impact issues with Product and Engineering for 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 to improve team efficiency.
- Partner with Engineering, Product, Sales, and other internal teams to ensure a consistent, high-quality customer experience.
- Help onboard and mentor other support engineers to improve team responsiveness and quality.
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.
- Familiarity with support tools like Zendesk, Linear, Slack, and internal debugging utilities.
- Proven ability to manage multiple high-priority issues simultaneously with accuracy and composure.
- A proactive, ownership-driven mindset and genuine 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)