Premium Enterprise Support Engineer

King River Capital Group; Greater London; On-site; GBP 60,000 - 90,000; Full time

Benefits offered by this job

Competitive Salary & Equity

401(k) with 4% match (US Only)

Health, Dental, Vision

Disability Insurance

Parental Leave

Flexible Time Off

Wellness Stipend

Autonomous Work Environment

Job summary

Replit is looking for a Premium Support Engineer to serve as the front-line expert for our largest enterprise customers, delivering fast, reliable technical support and guiding them through complex incidents. You will diagnose issues, escalate with Product and Engineering, and help improve procedures and tooling to reduce resolution times.

Strong debugging in JavaScript/Python and experience with APIs, databases, and CI/CD are essential.

Qualifications

• 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.
• 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

JavaScript

Python

APIs

Databases

SLAs

Communication

Zendesk

Linear

Slack

Troubleshooting

Automation

Mentoring

Education

Bachelor's degree or equivalent

Tools

CI/CD

Git

Job description

Replit is looking for a Premium Support Engineer to serve as the front-line expert for our largest enterprise customers, delivering fast, reliable technical support and guiding them through complex incidents. You will diagnose issues, escalate with Product and Engineering, and help improve procedures and tooling to reduce resolution times.

Strong debugging in JavaScript/Python and experience with APIs, databases, and CI/CD are essential.