Support Engineer II | AI-Driven Dev Tools

Neura Market; New York (NY); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Salary & equity

401(k) match

Health benefits

Disability coverage

Parental leave

Flexible time off

Commuter benefits

Wellness stipend

Office setup reimbursement

Team gatherings

Job summary

Replit is the agentic software creation platform that enables developers to build applications using natural language. In this full-time in‑office role in NYC, you will help customers with a range of issues—from usage questions to debugging—while shaping internal tooling and the team’s Knowledge Base.

You will collaborate with a global Support team, own the interface between Support and Engineering, mentor newer engineers, and help drive AI-assisted support quality as Replit scales.

Qualifications

• 3+ years in technical support, developer support, or systems engineering.
• Experience providing rapid-response support to high-value customers.
• Demonstrated experience building and debugging applications with Javascript, Python, or similar languages.
• Excellent communication skills with initiative to ask questions when encountered with the unknown.
• Experience with both traditional and AI-native support tooling and ticketing systems (e.g. Zendesk, Slack, Linear).

Responsibilities

• Solve product issues, bugs, and provide technical guidance for customers.
• Collaborate with the Support team to represent user stories.
• Contribute to internal tooling, automation, and Knowledge Base.
• Lead customer communications for outages and incidents.
• Identify and lead initiatives to streamline support operations.
• Manage escalated issues and bugs across channels.
• Own the support-engineering interface and surface top pain points for Engineering.
• Validate transfers and escalations with full context.
• Provide feedback on AI-assisted support quality.
• Mentor and onboard new support engineers.

Skills

Technical support

Rapid-response

JavaScript

Python

Communication

Zendesk

Slack

Linear

Multi-tasking

Customer empathy

Tools

IDE

Job description

Replit is the agentic software creation platform that enables developers to build applications using natural language. In this full-time in‑office role in NYC, you will help customers with a range of issues—from usage questions to debugging—while shaping internal tooling and the team’s Knowledge Base.

You will collaborate with a global Support team, own the interface between Support and Engineering, mentor newer engineers, and help drive AI-assisted support quality as Replit scales.