Premium Support Engineer (London)

Job description

Replit is the agentic software creation platform that enables anyone to build applications using natural language. With millions of users worldwide, Replit is democratizing software development by removing traditional barriers to application creation. As a Premium Support Engineer at Replit, you’ll be the front line for our highest-value customers — delivering fast, expert, and reliable technical support when it matters most. You’ll handle complex product issues, guide customers through critical incidents, and ensure every interaction meets the highest standard of quality and speed. Replit is at the forefront of AI-driven software development, and how we support customers is constantly evolving. You’ll play a critical role in shaping how Premium Support adapts to new products, new customer expectations, and AI-assisted workflows, operating effectively in ambiguity and driving clarity for your team. You’ll combine deep technical troubleshooting with calm, confident communication to keep builders moving — whether it’s an enterprise team deploying at scale or a top-tier developer relying on Replit to power their business. IN THIS ROLE YOU WILL: - Serve as the trusted front-line contact for large enterprise customers, guiding them on AI prompting best practices, resolving bugs, and turning feedback into a better product experience, whilst adhering to 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. - Analyse recurring issues and identify process and documentation improvements to reduce time-to-resolution - Build and update 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. REQUIRED SKILLS AND EXPERIENCE: - 4+ years in technical support, developer support, or systems engineering. - Experience managing and delivering against operational SLAs for enterprise accounts - Strong hands-on debugging experience with JavaScript, Python, or similar languages, including the ability to read and reason through an unfamiliar codebase. - Working knowledge of APIs, databases, and Git-based CI/CD workflows. - Excellent written and verbal communication skills, able to convey technical concepts clearly to both technical and non-technical stakeholders. - 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. NICE TO HAVE: - Has used Replit in the last 3 to 6 months. - Experience working with IDEs, terminals, or other common developer tools. - Experience with AI tools (Claude, ChatGPT, etc.). - Exposure to cloud infrastructure (AWS, GCP, or similar). WHAT WE VALUE: - Problem-solving mindset: Ability to approach complex operational challenges systematically and devise effective solutions - Self-directed and autonomous: Capable of working independently while collaborating effectively with cross-functional teams - Strong communication skills: Ability to explain complex technical concepts to both technical and non-technical audiences - Continuous learning: Passion for staying current with industry best practices and new technologies - Focus on automation: Strong belief in automating repetitive tasks and building self-healing systems Note: This role will begin as remote, with plans to transition to a hybrid model once we establish a local office presence. Full-Time Employee Benefits Include: 💰 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) Want to learn more about what we are up to? - Meet the Replit Agent https://www.youtube.com/watch?v=IYiVPrxY8-Y - Replit: Make an app for that https://www.youtube.com/watch?v=4zd9hzngFwY - Replit Blog https://blog.replit.com/ - Amjad TED Talk https://youtu.be/kCudFI4tcpg?si=l4ViCejV_f2RZkDi Interviewing + Culture at Replit - Operating Principles https://blog.replit.com/operating-principles - Reasons not to work at Replit https://blog.replit.com/reasons-not-to-join-replit To achieve our mission of making programming more accessible around the world, we need our team to be representative of the world. We welcome your unique perspective and experiences in shaping this product. We encourage people from all kinds of backgrounds to apply, including and especially candidates from underrepresented and non-traditional backgrounds.