Premium Support Engineer — AI-Driven Incident Specialist

Replit; United States; Hybrid; USD 90,000 - 140,000; Full time

Benefits offered by this job

Remote-First

Flexible Work Hours

Short/Long Term Disability

Health, Dental, Vision, Life Insurance

Home Office Set-Up Stipend

Monthly Expenses Stipend

401k Program

Annual Offsites

Commuter Benefits

Parental and Baby Bonding Leave

Flexible PTO + Holidays

Equity

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 will diagnose complex issues, guide customers through critical incidents, and escalate gaps to Product and Engineering, while maintaining calm, clear communication and meeting tight SLAs.

The role blends debugging across the platform with automation, IDEs, and AI-assisted workflows, with a hybrid schedule (in-office Mon/Wed).

Qualifications

• 3+ years in technical support, developer support, or systems engineering
• Excellent written and verbal communication under time pressure
• Strong debugging skills with JavaScript, Python, or similar languages
• Empathy for customers and proactive ownership
• Experience supporting high-value or enterprise customers
• Familiarity with IDEs, terminals, and developer tools
• Experience using AI tools (Claude, ChatGPT, etc.)
• Ability to work autonomously and with cross-functional teams

Responsibilities

• Provide swift, high-priority support to Premium customers, meeting strict SLAs
• Diagnose, reproduce, and resolve complex platform issues
• Escalate and track high-impact issues with Product and Engineering
• Lead customer-facing communications during outages or incidents
• Identify recurring issues and help reduce time-to-resolution
• Contribute to internal tooling, automation, and documentation
• Collaborate with Engineering, Product, and Sales to ensure a consistent experience
• Mentor other support engineers and raise the team's bar

Skills

3+ years in technical support

JS/ Python debugging

Communication

Customer empathy

Enterprise support

Ownership

AI tools

Developer tools

Tools

Zendesk

Linear

Slack

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 will diagnose complex issues, guide customers through critical incidents, and escalate gaps to Product and Engineering, while maintaining calm, clear communication and meeting tight SLAs.

The role blends debugging across the platform with automation, IDEs, and AI-assisted workflows, with a hybrid schedule (in-office Mon/Wed).