Premium Support Engineer (Weekend)

Join Replit as a Premium Support Engineer, where you'll provide expert technical support to our highest-value customers. You'll handle complex product issues, guide customers through critical incidents, and ensure every interaction meets the highest standard of quality and speed. This remote position offers flexible work hours, health benefits, and a supportive work environment.

• Handle complex product issues, guide customers through critical incidents, and ensure every interaction meets the highest standard of quality and speed.
• Serve as the trusted front-line contact for large enterprise customers, guiding them on AI prompting best practices, resolving bugs, and turning feedback into a better product experience.
• Diagnose, reproduce, and resolve complex technical issues across the Replit platform, escalate and track high-impact issues with Product and Engineering.
• Experience managing and delivering against operational SLAs for enterprise accounts
• Working knowledge of APIs, databases, and Git-based CI/CD workflows
• Strong hands-on debugging experience with JavaScript, Python, or similar languages, including the ability to read and reason through an unfamiliar codebase
• Familiarity with support tools like Zendesk, Linear, Slack, and internal debugging utilities
• Excellent written and verbal communication skills, able to convey technical concepts clearly to both technical and non-technical stakeholders
• A proactive, ownership-driven mindset and genuine empathy for customers building on Replit
• Proven ability to manage multiple high-priority issues simultaneously while maintaining accuracy and composure
• 4+ years in technical support, developer support, or systems engineering
• Problem-solving mindset: Ability to approach complex operational challenges systematically and devise effective solutions
• Focus on automation: Strong belief in automating repetitive tasks and building self-healing systems
• 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
• Strong communication skills: Ability to explain complex technical concepts to both technical and non-technical audiences
• Has used Replit in the last 3 to 6 months
• Experience working with IDEs, terminals, or other common developer tools
• Exposure to cloud infrastructure (AWS, GCP, or similar)
• Experience with AI tools (Claude, ChatGPT, etc.)