Premium Support Engineer — Enterprise-Grade AI Support

Replit; Foster City (CA); Hybrid; USD 110,000 - 140,000; Full time

Benefits offered by this job

Competitive Salary & Equity

401(k) with 4% match (US)

Health, Dental, Vision, Life Insurance

Paid parental and caregiver leave

Flexible Time Off

Job summary

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

You will diagnose issues, escalate when needed, and work closely with Product and Engineering to drive timely fixes.

Qualifications

• 3+ years in technical support, developer support, or systems engineering.
• Experience providing rapid-response support to high-value or enterprise customers.
• Strong debugging skills with JavaScript, Python, or similar languages.
• Excellent written and verbal communication under time pressure.
• Familiarity with support tools like Zendesk, Linear, Slack, and internal debugging utilities.
• Proactive, ownership-driven mindset and empathy for customers.

Responsibilities

• Provide swift, high-priority support to Premium customers, responding within 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.
• Lead customer-facing communications during outages or incidents.
• Identify recurring issues and collaborate to reduce time-to-resolution.
• Contribute to internal tooling, automation, and documentation to improve team efficiency.
• Partner with Engineering, Product, Sales and other teams to ensure a consistent, high-quality experience.
• Help onboard and mentor other support engineers, raising the team’s responsiveness and quality.

Skills

Technical support

Rapid-response

Debugging (JavaScript/Python)

Communication

Support tools (Zendesk/Linear/Slack)

Multitasking

Customer empathy

Tools

Zendesk

Linear

Slack

Job description

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

You will diagnose issues, escalate when needed, and work closely with Product and Engineering to drive timely fixes.