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Premium Support Engineer (London)

ReplitLondon OfficeUser Operations
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Salary
Not listed
Job type
Full-time
Work mode
Remote
Posted
8 Apr 2026
Status
Open · checked 7d ago

About this role

Replit is seeking a full-time Premium Support Engineer for its London office to act as the front-line technical expert for high-value customers. This role is well-suited for an experienced support professional with a strong technical background who wants to help shape the future of AI-driven software development.

Role Overview

As a Premium Support Engineer at Replit, you will serve as the trusted contact for large enterprise customers and top-tier developers. You will guide clients on AI prompting best practices, troubleshoot complex issues, and ensure interactions meet rigorous quality and speed standards. Operating in an evolving AI environment, you will collaborate with cross-functional teams to drive clarity, handle critical incidents, and build internal tooling to improve team efficiency.

Key Responsibilities

Serve as the primary contact for enterprise accounts, guiding users on AI prompting and addressing bugs under strict SLAs.
Diagnose, reproduce, and resolve complex technical problems across the Replit platform.
Escalate and track high-impact issues alongside the Product and Engineering teams for timely resolutions.
Lead communication with customers during outages and critical incidents.
Analyse recurring technical issues to create documentation and process improvements that reduce resolution times.
Build and maintain internal tooling, automation, and documentation to enhance team efficiency.
Partner with Sales, Product, and Engineering to deliver a seamless customer experience.
Onboard and mentor other support engineers to elevate team responsiveness and quality.

Requirements

Minimum of 4 years of experience in developer support, technical support, or systems engineering.
Demonstrated experience managing and delivering against enterprise operational SLAs.
Hands-on debugging skills in JavaScript, Python, or similar languages, with the ability to reason through unfamiliar codebases.
Working knowledge of databases, APIs, and Git-based CI/CD workflows.
Excellent written and verbal communication abilities for both technical and non-technical audiences.
Familiarity with support and collaboration tools such as Zendesk, Linear, Slack, and internal debugging utilities.
Capability to handle multiple high-priority issues concurrently while maintaining composure and accuracy.
A proactive, ownership-driven mindset paired with genuine empathy for developers.

Nice to Have

Personal usage of Replit within the last 3 to 6 months.
Prior experience working with terminals, IDEs, or other standard developer tools.
Familiarity with artificial intelligence tools like ChatGPT and Claude.
Exposure to cloud infrastructure platforms such as GCP and AWS.

Skills and Tools

Python
JavaScript
AWS and GCP
APIs and databases
Git-based CI/CD workflows
Zendesk, Linear, and Slack

Salary and Benefits

Competitive salary and equity packages
Health, dental, vision, and life insurance coverage
Short-term and long-term disability protection
Paid parental, medical, and caregiver leave
Flexible Time Off (FTO) alongside holidays
Monthly wellness stipend
Autonomous work environment and quarterly team gatherings

About the Company

Replit is the agentic software creation platform enabling millions of users worldwide to build applications using natural language. By removing traditional barriers to software development, Replit is at the forefront of AI-driven application creation and democratizing programming for everyone.

How to Apply

Interested candidates should visit the official Replit careers page to submit their application.

Skills and tech stack

PythonAWSGCPJavaScript

Questions candidates ask

What is the location of the Premium Support Engineer role?

This full-time position is based out of the Replit London office, with remote flexibility indicated.

How much experience is required for this position?

Candidates must have 4 or more years of experience in technical support, developer support, or systems engineering.

What technical skills are needed for the job?

Applicants need hands-on debugging experience in JavaScript, Python, or similar languages, along with working knowledge of APIs, databases, and Git-based CI/CD workflows.

What are the primary responsibilities of this role?

Responsibilities include serving as the front-line contact for enterprise customers, resolving complex platform bugs, tracking high-impact issues with engineering, leading incident communications, and mentoring support peers.

How can I apply for this role?

You can apply by visiting the official Replit careers page.

Ready to apply?

The application is on the official Replit careers page.

Apply on company site