Premium Support Engineer (NYC, Weekend Shift)

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:** - 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. ## **Required skills and experience:** - **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. ## **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.) ## **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 *This is a full-time role that can be held from our NYC office. The schedule follows a Saturday through Wednesday work week, with an in-office requirement on Mondays and Wednesdays.* **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?** - [Self-driving Company](https://replit.com/blog/self-driving-company) - [Replit Agent at Scale](https://replit.com/blog/evaluating-and-improving-agent-at-scale) - [AI Adoption](https://replit.com/blog/ai-adoption) - [Build Open-Source Apps](https://replit.com/build/open-source-app-builder) **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.