About this role
Diagnosing, reproducing, and resolving complex technical issues across the platform forms the core of daily operations for the premium support team. Engineers handle high-priority customer escalations, manage communications during outages, and contribute to internal tooling and automation while partnering closely with product and engineering groups.
Replit builds an agentic software creation platform designed to let anyone construct applications using natural language. The role exists to provide rapid, expert technical assistance to top-tier developers and enterprise clients who rely on the ecosystem for their business operations. Ideal candidates combine deep technical troubleshooting abilities with calm communication under pressure, thriving in ambiguity while shaping support workflows for evolving AI-assisted products.
What you will do
- Provide swift, high-priority support to premium customers while adhering to strict response service level agreements.
- Diagnose, reproduce, and resolve complex technical problems encountered across the platform infrastructure.
- Escalate and track high-impact issues directly with product and engineering teams to ensure timely fixes.
- Lead all customer-facing communications effectively during outages and critical incidents.
- Identify recurring technical bottlenecks and collaborate internally to reduce overall time-to-resolution.
- Contribute to internal tooling, automation scripts, and documentation that improves team efficiency.
- Partner with engineering, product, and sales teams to deliver a consistent experience for high-value users.
- Help onboard and mentor newer support engineers to elevate the overall team standards.
What you need
- Bring three or more years of professional experience in technical support, developer support, or systems engineering.
- Demonstrate prior background providing rapid-response technical assistance to enterprise or high-value customers.
- Possess strong debugging proficiency utilizing JavaScript, Python, or comparable programming languages.
- Communicate clearly and calmly in writing and verbally under tight time pressure.
- Maintain familiarity with industry support tools such as Zendesk, Linear, Slack, and internal debugging utilities.
- Manage multiple high-priority issues simultaneously while preserving accuracy and 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 (US Only)
- 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 work schedule and remote policy for this role?
This is a full-time role that can be held from the NYC office in SoHo. The schedule follows a Saturday through Wednesday work week, with an in-office requirement on Mondays and Wednesdays.
What compensation is provided for this position?
The salary ranges from $185K to $210K and includes offers for equity. Full-time employee benefits also include a 401(k) program with a 4% match for US employees, health coverage, and flexible time off.