About this role
Diagnosing platform issues, guiding enterprise clients through critical outages, and advising on AI prompting best practices form the core daily routine for this position. Operating from the London office on a weekend schedule, the person in this role acts as the primary technical contact for high-value users building applications on the agentic software creation platform.
Replit is expanding its support operations to match the rapid evolution of its AI-driven development tools. The team focuses on removing traditional barriers to application creation while maintaining strict service level agreements for enterprise accounts. Someone who thrives in ambiguity, demonstrates calm communication during high-pressure incidents, and drives clarity across internal engineering and product groups will succeed here.
What you will do
- Serve as the trusted primary contact for large enterprise customers, managing AI prompting guidance and bug resolution within strict service level agreements.
- Diagnose, reproduce, and resolve complex technical issues across the platform.
- Escalate and track high-impact issues with the product and engineering departments to ensure timely fixes.
- Lead customer-facing communications during system outages or critical incidents.
- Analyse recurring problems to identify process and documentation improvements that reduce resolution times.
- Build and update internal tooling, automation, and documentation to increase team efficiency.
- Partner with engineering, product, and sales teams to deliver a consistent experience for premium customers.
- Onboard and mentor other support engineers to raise overall responsiveness and quality standards.
What you need
- Bring at least four years of experience in technical support, developer support, or systems engineering.
- Demonstrate prior experience managing and delivering against operational service level agreements for enterprise accounts.
- Possess hands-on debugging skills in JavaScript, Python, or similar languages with the ability to read unfamiliar codebases.
- Maintain working knowledge of APIs, databases, and Git-based continuous integration and deployment workflows.
- Communicate clearly in written and verbal formats with both technical and non-technical stakeholders.
- Show familiarity with support tools such as Zendesk, Linear, Slack, and internal debugging utilities.
- Manage multiple high-priority issues simultaneously while keeping accuracy and composure.
- Exhibit a proactive, ownership-driven mindset and empathy for developers building on the platform.
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 like Claude and ChatGPT.
- Exposure to cloud infrastructure such as AWS or GCP.
Benefits
- Competitive Salary & Equity
- Health, Dental, Vision and Life Insurance
- Short Term and Long Term Disability
- Paid Parental, Medical, Caregiver Leave
- Flexible Time Off (FTO) + Holidays
- Monthly Wellness Stipend
Skills and tech stack
Questions candidates ask
Where is this job located?
This role is based out of the London office and operates on a weekend schedule.
What kind of customers will I support?
You will serve as the front line for the highest-value enterprise customers and top-tier developers relying on the platform to power their business.
What tools and languages do I need to know?
You need hands-on debugging experience with JavaScript, Python, or similar languages, along with working knowledge of APIs, databases, and Git-based CI/CD workflows.
What benefits are included with employment?
Full-time employee benefits include competitive salary and equity, health, dental, vision, and life insurance, paid parental leave, flexible time off, and a monthly wellness stipend.