Senior Enterprise Premium Support Engineer (Remote)

Triwill Group; Greater London; Hybrid; GBP 70,000 - 95,000; Full time

Benefits offered by this job

Competitive salary & equity

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

Health, dental, vision & life

Job summary

Replit is seeking a Premium Support Engineer for London-based customers, starting remotely with plans for a hybrid setup. You will serve as the trusted front-line for large enterprise clients, guiding AI prompting practices, troubleshooting complex issues, and maintaining high SLAs.

You will diagnose, reproduce, and resolve platform problems, escalate with Product/Engineering, and lead communications during outages. Strong debugging, APIs, and Git CI/CD know-how are essential.

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 or Python and reading unfamiliar codebases.
• Working knowledge of APIs, databases, and Git-based CI/CD workflows.
• Excellent written and verbal communication for technical and non-technical stakeholders.
• Familiarity with tools like Zendesk, Linear, Slack, and internal debugging utilities.
• Proactive ownership mindset and empathy for customers.

Responsibilities

• Serve as the frontline contact for large enterprise customers, guiding them on AI prompting best practices and resolving bugs.
• Diagnose, reproduce, and resolve complex technical issues across the platform.
• Escalate and track high-impact issues with Product and Engineering, ensuring timely fixes.
• Lead customer-facing communications during outages or incidents.
• Analyze recurring issues and drive process improvements to reduce time-to-resolution.
• Build and update internal tooling, automation, and documentation to improve team efficiency.
• Partner with Engineering, Product, Sales to ensure consistent, high-quality experiences.
• Help onboard and mentor other support engineers, raising team responsiveness.

Skills

Troubleshooting

JavaScript

Python

APIs

Databases

Git CI/CD

Zendesk

Linear

Slack

Communication

Tools

Zendesk

Linear

Slack

Git

CI/CD tooling

Job description

Replit is seeking a Premium Support Engineer for London-based customers, starting remotely with plans for a hybrid setup. You will serve as the trusted front-line for large enterprise clients, guiding AI prompting practices, troubleshooting complex issues, and maintaining high SLAs.

You will diagnose, reproduce, and resolve platform problems, escalate with Product/Engineering, and lead communications during outages. Strong debugging, APIs, and Git CI/CD know-how are essential.