Premium Support Engineer (Singapore, Weekend)
Remote • Remote - Singapore • 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 provide expert and reliable 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 Premium Support to new products and AI-assisted workflows, combining deep technical troubleshooting with clear communication to keep builders productive. The position is ideal for someone who can operate effectively in ambiguity and drive clarity for the team, supporting enterprise teams and top-tier developers.
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 raise the team's overall bar for 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 skills 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)