Support Engineer I (NYC, Weekend Shift)
Remote • NYC (SoHo) • FullTime
Posted 10h ago
Remote Work Policy
Fully remote
Employment Type
FullTime
Categories
Applied AI Engineer
About the job
Replit is seeking a Support Engineer I to join their team and help developers create applications on their platform. In this role, you will be responsible for assisting users with general usage questions, debugging platform issues, and contributing to the development and maintenance of internal tools. You will work within a global team dedicated to supporting developers worldwide and ensuring they have the resources needed to bring their ideas to life. The position involves direct customer interaction through support tickets, collaboration with the support team to relay user feedback, maintaining the Knowledge Base, and communicating about outages and incidents.
Responsibilities
- Resolve technical product issues, bugs, and provide technical guidance to Replit customers via support tickets, meeting volume and resolution time targets.
- Collaborate with the Support team to communicate user feedback and insights to the broader Replit organization.
- Contribute to and maintain the Support team's Knowledge Base.
- Manage customer-facing communications for outages and incidents, and report ongoing bugs to the engineering team for triage and resolution.
Requirements
- Prior experience in software development or relevant technical support.
- Proven ability to work efficiently in fast-paced, high-volume support environments with strict productivity metrics.
- Strong time management and ticket triage skills, with experience in performance tracking and reporting.
- Excellent communication skills and initiative to seek answers to unknown issues.
- Experience with support tools and ticketing systems, such as Zendesk.
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)