Enterprise AI Support Engineer

Neura Market; Greater London; Hybrid; GBP 65,000 - 100,000; Full time

Benefits offered by this job

Competitive Salary & Equity

401(k) Program with a 4% match (US)

Health, Dental, Vision and Life

Short/Long Term Disability

Paid Parental, Medical, CaregiverLeave

Flexible Time Off

Commuter Benefits

Monthly Wellness Stipend

Autonomous Work Environment

In Office Set-Up Reimbursement

Quarterly Team Gatherings

In Office Amenities

Job summary

Replit is seeking a Premium Support Engineer to be the frontline for our largest enterprise customers, delivering fast and expert technical support across the platform. You will tackle complex issues, guide customers through critical incidents, and help shape processes for AI-assisted workflows.

You will diagnose problems, communicate clearly during outages, and collaborate with Product, Engineering, and Sales to ensure a consistently high-quality experience.

Qualifications

• 4+ years in technical support, developer support, or systems engineering.
• Experience managing and delivering against operational SLAs for enterprise accounts
• 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.

Responsibilities

• 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.

Skills

Technical support

Enterprise support

Debugging (JS/Python)

APIs & databases

CI/CD workflows

Communication

Tools: Zendesk

Tools: Linear

Tools: Slack

Multi-issue prioritization

Ownership mindset

Tools

Zendesk

Linear

Slack

Internal debugging tools

Job description

Replit is seeking a Premium Support Engineer to be the frontline for our largest enterprise customers, delivering fast and expert technical support across the platform. You will tackle complex issues, guide customers through critical incidents, and help shape processes for AI-assisted workflows.

You will diagnose problems, communicate clearly during outages, and collaborate with Product, Engineering, and Sales to ensure a consistently high-quality experience.