Senior Premium Support Engineer - Enterprise & AI

Replit; Greater London; On-site; GBP 70,000 - 110,000; Full time

Benefits offered by this job

Competitive compensation

Equity

Health insurance

401(k) with match

Paid leave

Flexible time off

Wellness stipend

Autonomous work environment

Office setup reimbursement

Team gatherings

Office amenities

Job summary

Replit is seeking a Premium Support Engineer to be the front line for our highest-value customers, delivering fast, expert technical support when it matters most. You’ll handle complex product issues, guide customers through incidents, and ensure every interaction meets the highest standard of quality and speed.

You will diagnose issues across the platform, read and reason through unfamiliar code, and collaborate with Engineering, Product, and Sales to ensure a consistent, high-quality

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, 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 SLAs

Debugging (JavaScript/Python)

APIs & CI/CD

Clear communication

Support tools (Zendesk/Linear/Slack)

Multitasking

Customer empathy

Tools

Zendesk

Linear

Slack

Internal debugging tools

Job description

Replit is seeking a Premium Support Engineer to be the front line for our highest-value customers, delivering fast, expert technical support when it matters most. You’ll handle complex product issues, guide customers through incidents, and ensure every interaction meets the highest standard of quality and speed.

You will diagnose issues across the platform, read and reason through unfamiliar code, and collaborate with Engineering, Product, and Sales to ensure a consistent, high-quality