Premium Support Engineer (Weekend Shift)

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

• 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


• Replit is at the forefront of AI-driven software development, and how we support customers is constantly evolving


• You’ll play a critical role in shaping how Premium Support adapts to new products, new customer expectations, and AI-assisted workflows, operating effectively in ambiguity and driving clarity for your team


• 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


• 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


• The schedule follows a Saturday through Wednesday work week, with an in-office requirement on Mondays and Wednesdays

Benefits

• Remote-First and Autonomous Working Environment


• Flexible Work Hours


• Short Term and Long Term Disability


• Health, Dental, Vision, and Life Insurance


• Home Office Set-Up Stipend


• Monthly Expenses Stipend


• 401k Program


• Annual Company/Team Offsites (4/year)


• Commuter Benefits


• Parental and Baby Bonding Leave


• Flexible PTO (2 Weeks Minimum Required) + Holidays


• Equity

Proven ability to manage multiple high-priority issues simultaneously while maintaining accuracy and composureFamiliarity with support tools like Zendesk, Linear, Slack, and internal debugging utilities3+ years in technical support, developer support, or systems engineeringExcellent written and verbal communication under time pressure — able to convey technical concepts clearly and calmlyStrong debugging skills with JavaScript, Python, or similar languagesA proactive, ownership-driven mindset and genuine empathy for customers building on ReplitExperience providing rapid-response support to high-value or enterprise customersHas used Replit in the last 3 to 6 monthsExperience working with IDEs, terminals, or other common developer toolsExperience with AI tools (Claude, ChatGPT, etc.)Problem-solving mindset: Ability to approach complex operational challenges systematically and devise effective solutionsSelf-directed and autonomous: Capable of working independently while collaborating effectively with cross-functional teamsFocus on automation: Strong belief in automating repetitive tasks and building self-healing systemsStrong communication skills: Ability to explain complex technical concepts to both technical and non-technical audiencesContinuous learning: Passion for staying current with industry best practices and new technologies