Premium Support Engineer (Tokyo)

Replit; United States; Remote; USD 120,000 - 170,000; Full time

Benefits offered by this job

401(k) Match (US)

Health, Dental, Vision Insurance

Paid Parental/Medical/Caregiver Leave

Flexible Time Off (FTO) & Holidays

Commuter Benefits

Wellness Stipend

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.

You will diagnose complex issues, guide customers through incidents, and ensure high-quality interactions while collaborating with Product and Engineering to deliver timely fixes.

Qualifications

• 4+ years in technical support, developer support, or systems engineering.
• Fluent in English and Japanese, written and verbal.
• Experience providing rapid-response support to high-value or enterprise customers.
• Strong debugging skills with JavaScript or Python.
• Excellent written and verbal communication under time pressure.
• Familiarity with support tools like Zendesk, Linear, Slack, and internal debugging utilities.

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 and transparent communication.
• 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 that improves team efficiency.
• Partner with Engineering, Product, Sales and other teams to ensure a consistent, high-quality experience for Premium customers.
• Help onboard and mentor other support engineers to raise the team’s overall bar for responsiveness and quality.

Skills

4+ years experience

English & Japanese

Rapid-response support

JavaScript

Python

Clear communication under pressure

Tools

Zendesk

Linear

Slack

Job description

Replit is the agentic software creation platform that enables anyone to build applications using natural language. With millions of users worldwide, Replit is democratizing software development by removing traditional barriers to application creation.

As a Premium Support Engineer at Replit, you’ll be the front line for our highest-value customers — delivering fast, expert, and reliable technical support when it matters most. You’ll handle complex product issues, guide customers through critical incidents, and ensure every interaction meets the highest standard of quality and speed.
You’ll combine deep technical troubleshooting with calm, confident communication to keep builders moving — whether it’s an enterprise team deploying at scale or a top-tier developer relying on Replit to power their business.

What You’ll Do

• 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.

Required Skills & Experience

• 4+ years in technical support, developer support, or systems engineering.

• Professional fluency in English and Japanese, both written and verbal.

• 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 — able to convey technical concepts clearly and calmly.

• 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.

Bonus Points:

• Has used Replit in the last 3 to 6 months.

• Experience working with IDEs, terminals, or other common developer tools.

• Experience with AI tools (Claude, ChatGPT, etc.)

What we value:

• Problem-solving mindset: Ability to approach complex operational challenges systematically and devise effective solutions

• Self-directed and autonomous: Capable of working independently while collaborating effectively with cross-functional teams

• Strong communication skills: Ability to explain complex technical concepts to both technical and non-technical audiences

• Continuous learning: Passion for staying current with industry best practices and new technologies

• Focus on automation: Strong belief in automating repetitive tasks and building self-healing systems

Note: This role will begin as remote, with plans to transition to a hybrid model once we establish a local office presence.

Full-Time Employee Benefits Include:

Competitive Salary & Equity

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

Health, Dental, Vision and Life Insurance

Short Term and Long Term Disability

Paid Parental, Medical, Caregiver Leave

Flexible Time Off (FTO) + Holidays

Commuter Benefits (In-Office & US Only)

Monthly Wellness Stipend

Autonomous Work Environment

In Office Set-Up Reimbursement (In-Office Only)

Quarterly Team Gatherings

In Office Amenities (In-Office Only)

Want to learn more about what we are up to?

• Self-driving Company

• Replit Agent at Scale

• AI Adoption

• Build Open-Source Apps

Interviewing + Culture at Replit

• Operating Principles

• Reasons not to work at Replit

To achieve our mission of making programming more accessible around the world, we need our team to be representative of the world. We welcome your unique perspective and experiences in shaping this product. We encourage people from all kinds of backgrounds to apply, including and especially candidates from underrepresented and non-traditional backgrounds.