Premium Support Engineer for AI-Driven Enterprise

Replit; New York, Northern (NY, KY); Hybrid; USD 110,000 - 170,000; Full time

Benefits offered by this job

Competitive Salary & Equity

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

Health, Dental, Vision and Life

Short/Long-term Disability

Parental, Medical, Caregiver Leave

Flexible Time Off + Holidays

Commuter Benefits (In-Office & US Only

Wellness Stipend

In Office Setup Reimbursement

Quarterly Team Gatherings

In Office Amenities

Job summary

Replit is seeking a Premium Support Engineer to be the front line for high-value customers, delivering fast and expert support across the platform. You’ll diagnose complex issues, guide critical incidents, and collaborate with Product and Engineering to deliver timely fixes, while mentoring others and shaping AI-assisted workflows.

Located in NYC with a full-time schedule, you’ll work in a fast-paced, evolving environment that values ownership, clear communication, and automation to keep

Qualifications

• 3+ years in technical support, developer support, or systems engineering.
• 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.
• Proven ability to manage multiple high-priority issues simultaneously with accuracy and composure.
• A proactive, ownership-driven mindset and genuine empathy for customers building on Replit.

Responsibilities

• Provide swift, high-priority support to Premium customers, responding within 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.
• Identify recurring issues and collaborate internally to reduce time-to-resolution.
• Contribute to 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

Zendesk

Communication

Time management

Automation

Job description

Replit is seeking a Premium Support Engineer to be the front line for high-value customers, delivering fast and expert support across the platform. You’ll diagnose complex issues, guide critical incidents, and collaborate with Product and Engineering to deliver timely fixes, while mentoring others and shaping AI-assisted workflows.

Located in NYC with a full-time schedule, you’ll work in a fast-paced, evolving environment that values ownership, clear communication, and automation to keep