Support Engineer I (NYC, Weekend Shift)

RiseMe; New York (NY); On-site; USD 70,000 - 110,000; Full time

Benefits offered by this job

Competitive Salary & Equity

401(k) with 4% match (US)

Health, Dental, Vision

Paid Parental Leave

Commuter Benefits

Wellness Stipend

In Office Setup Reimbursement

Job summary

Replit is seeking a Support Engineer to help developers with usage questions, debugging issues, and platform guidance. You’ll work on a small, global team and use Zendesk, Linear, Slack, and Replit tools to resolve tickets and improve our knowledge base.

The role emphasizes proactive problem-solving, automation, and clear communication with both technical and non-technical audiences. This is a full-time, in-office role in NYC (SoHo) with a Saturday–Wednesday schedule and in-office Mondays and

Qualifications

• Prior experience in software development or relevant technical support experience.
• Ability to work efficiently in fast-paced, high-volume support environments with metrics.
• Strong time management and ticket triage skills with reporting experience.

Responsibilities

• Work directly with Replit customers via support tickets to solve technical product issues and bugs.
• Collaborate with the Support team to share user feedback and improve processes.
• Contribute to and maintain the Support team's Knowledge Base.
• Communicate outages and incidents to customers and coordinate with Engineering for fixes.

Skills

Software development

Technical support

Time management

Clear communication

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 Support Engineer you are at the forefront of helping those developers create. In a given day you’ll help folks with all sorts of things ranging from general Replit usage questions, identifying and debugging issues on the platform and helping to build and maintain the tools we use. We use tools like Zendesk, Linear, Slack, and Replit itself to get the job done. We also value solving the problems we can ourselves. We have a number of tools we build and maintain ourselves.

You will work on a small, global team of support specialists and engineers united by Replit's mission to make the next billion software creators. Together, you'll ensure developers worldwide have the support they need to bring their ideas to life.

In this role you will:

• Work directly with Replit customers via support tickets to solve technical product issues, bugs, and provide technical guidance while meeting daily ticket volume and resolution time targets.

• Collaborate with the rest of the Support team in telling the story of our users to the rest of Replit.

• Directly contribute to and maintain the Support team's Knowledge Base.

• Support customer-facing communications for outages and incidents and swiftly report ongoing bugs for Eng to triage and fix.

Required Skills and Experience:

• Prior experience in software development or relevant technical support experience

• Proven ability to work efficiently in fast-paced, high-volume support environments with strict productivity metrics.

• Strong time management and ticket triage skills with comfort in performance tracking and regular reporting.

• Excellent communication skills with initiative to ask questions when encountered with the unknown.

• Experience with support tools and ticketing systems (e.g. Zendesk)

Nice to have:

• 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

This is a full-time role that can be held from our NYC (SoHo) office. The schedule follows a Saturday through Wednesday work week, with an in-office requirement on Mondays and Wednesdays.

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.