Support Engineer (Weekend Shift)

Replit; United States; Remote; USD 70,000 - 110,000; Full time

Benefits offered by this job

Home office stipend

Remote-first work environment

Flexible PTO

Health, dental, vision, life insurance

Disability insurance

Monthly expenses stipend

401k program

Equity

Offsites (annual)

Parental leave

Job summary

Replit, a global developer platform, seeks a Support Engineer to help developers troubleshoot and optimize their use of Replit. You’ll handle tickets, investigate issues, and contribute to tooling used by the team to automate repetitive tasks.

You’ll collaborate with engineers and product teams, maintain the knowledge base, and communicate outages clearly to users. A remote-first environment with flexible hours supports your work-life balance.

Qualifications

• Excellent communication skills with initiative to ask questions when encountered with the unknown.
• Strong time management and ticket triage skills with comfort in performance tracking and regular reporting.
• Experience with support tools and ticketing systems (e.g. Zendesk).
• Proven ability to work efficiently in fast-paced, high-volume support environments with strict productivity metrics.
• Prior experience in software development or relevant technical support experience.
• Continuous learning: Passion for staying current with industry best practices and new technologies.
• Self-directed and autonomous: Capable of working independently while collaborating effectively with cross-functional teams.
• Focus on automation: Strong belief in automating repetitive tasks and building self-healing systems.
• Problem-solving mindset: Ability to approach complex operational challenges systematically and devise effective solutions.
• Strong communication skills: Ability to explain complex technical concepts to both technical and non-technical audiences.
• Experience working with IDEs, terminals, or other common developer tools.
• Has used Replit in the last 3 to 6 months.
• Experience with AI tools (Claude, ChatGPT, etc.).

Responsibilities

• 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.

Tools

Zendesk

Linear

Slack

Replit

Job description

• 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
• 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

Benefits

• Flexible Work Hours
• Remote-First and Autonomous Working Environment
• Home Office Set-Up Stipend
• Short Term and Long Term Disability
• Monthly Expenses Stipend
• Health, Dental, Vision, and Life Insurance
• Flexible PTO (2 Weeks Minimum Required) + Holidays
• Parental and Baby Bonding Leave
• Commuter Benefits
• 401k Program
• Annual Company/Team Offsites (4/year)
• Equity

Excellent communication skills with initiative to ask questions when encountered with the unknownStrong time management and ticket triage skills with comfort in performance tracking and regular reportingExperience with support tools and ticketing systems (e.g. Zendesk)Proven ability to work efficiently in fast-paced, high-volume support environments with strict productivity metricsPrior experience in software development or relevant technical support experienceContinuous learning: Passion for staying current with industry best practices and new technologiesSelf-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 systemsProblem-solving mindset: Ability to approach complex operational challenges systematically and devise effective solutionsStrong communication skills: Ability to explain complex technical concepts to both technical and non-technical audiencesExperience working with IDEs, terminals, or other common developer toolsHas used Replit in the last 3 to 6 monthsExperience with AI tools (Claude, ChatGPT, etc.)