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Mid LevelFull-timeJavaScriptPythonJavaAI
Salary Range
$102,000 - $138,000 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for a Premium Support Engineer to join our team at Replit. This role focuses on providing high-priority technical support to our most valuable customers, ensuring fast and reliable assistance during critical incidents.
Key Responsibilities
- →Provide swift, high-priority support to Premium customers, responding within strict SLAs.
- →Diagnose, reproduce, and resolve complex technical issues across the Replit platform.
- →Escalate and track high-impact issues with Product and Engineering, ensuring 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 that improves team efficiency.
- →Partner with Engineering, Product, Sales and other internal teams to ensure Premium customers receive a consistent, high-quality experience.
- →Help onboard and mentor other support engineers, raising 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 under time pressure — able to convey technical concepts clearly and calmly.
- ✓Familiarity with support tools like Zendesk, Linear, Slack, and internal debugging utilities.
- ✓Proven ability to manage multiple high-priority issues simultaneously while maintaining accuracy and composure.
- ✓A proactive, ownership-driven mindset and genuine empathy for customers building on Replit.
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