Premium Support Engineer (Foster City, Weekend Shift)
About this role
Developers who thrive in dynamic environments and possess a strong customer-first mentality will find this opportunity well-suited to their skills. Replit builds an agentic software creation platform that allows millions of users worldwide to build applications using natural language. Team members in this function act as the primary technical contact for high-value customers, resolving complex platform issues and guiding users through critical technical incidents.
This role exists to ensure that enterprise teams and top-tier developers receive rapid, reliable support as the company scales its AI-driven workflows. Professionals joining this team will combine deep technical troubleshooting with calm communication, while also contributing to internal tooling, automation, and documentation that drives operational efficiency.
What you will do
- Deliver swift, high-priority technical support to premium customers while adhering to strict response service level agreements.
- Diagnose, reproduce, and resolve complex technical problems across the core platform.
- Escalate and track high-impact issues directly with product and engineering teams to secure timely fixes.
- Lead all customer-facing communications during operational outages and critical incidents.
- Contribute to internal tooling, automation scripts, and documentation to improve overall team efficiency.
- Collaborate across engineering, product, and sales to maintain a consistent customer experience.
- Help onboard and mentor newer support engineers to raise standards for responsiveness.
What you need
- Bring at least three years of professional experience in technical support, developer support, or systems engineering.
- Demonstrate a track record of providing rapid-response support to enterprise or high-value clients.
- Possess strong debugging capabilities using JavaScript, Python, or comparable programming languages.
- Communicate clearly and calmly under time pressure when conveying complex technical concepts.
- Show familiarity with common support utilities such as Zendesk, Linear, Slack, and internal debugging tools.
- Manage multiple high-priority issues simultaneously without losing accuracy or composure.
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.)
Benefits
- Competitive Salary & Equity
- 401(k) Program with a 4% match
- Health, Dental, Vision and Life Insurance
- Short Term and Long Term Disability
- Paid Parental, Medical, Caregiver Leave
- Flexible Time Off (FTO) + Holidays
Skills and tech stack
Questions candidates ask
What is the schedule and remote policy for this role?
This is a full-time role based out of the Foster City, California office. The schedule follows a Saturday through Wednesday work week, with an in-office requirement on Mondays and Wednesdays.
What is the compensation package offered?
The salary ranges from $185K to $210K with additional offers of equity. Employees also receive benefits such as a 401(k) program with a 4% match and health insurance.
What tools and technologies will I be working with?
You will debug issues using JavaScript, Python, or similar languages. Daily operations involve support and tracking tools such as Zendesk, Linear, Slack, and internal debugging utilities.