Enterprise Premium Support Engineer — AI & SLA Expert

Replit; Greater London; Hybrid; GBP 66,000 - 96,000; Full time

Benefits offered by this job

Equity

Job summary

Replit is seeking a Premium Support Engineer to act as the front line for high-value customers, handling complex issues and guiding critical incidents with calm, precise communication.

You will diagnose and reproduce problems across the platform, escalate high-impact issues with Product and Engineering, and help onboard and mentor other support engineers while improving automation and internal tooling.

Qualifications

• 4+ years in technical support, developer support, or systems engineering.

Responsibilities

• Serve as the front-line contact for large enterprise customers, guiding them on AI prompting best practices, resolving bugs, and delivering against SLAs.

Skills

JavaScript

Python

APIs

Databases

Git-based CI/CD

Zendesk

Linear

Slack

Debugging

Customer communication

Tools

Zendesk

Linear

Slack

Git

CI/CD tools

Job description

Replit is seeking a Premium Support Engineer to act as the front line for high-value customers, handling complex issues and guiding critical incidents with calm, precise communication.

You will diagnose and reproduce problems across the platform, escalate high-impact issues with Product and Engineering, and help onboard and mentor other support engineers while improving automation and internal tooling.