Premium Support Engineer (Singapore, Weekend)
About this role
Replit builds an agentic software creation platform enabling millions of users to develop applications using natural language. Operating at the forefront of AI-driven software development, the support team helps adapt customer operations to new products and AI-assisted workflows.
The premium support engineer serves as the primary technical contact for high-value enterprise clients and top-tier developers. Responsibilities include diagnosing complex product issues, guiding users through critical incidents, and partnering with product and engineering to resolve high-impact bugs. Qualified individuals combine deep technical troubleshooting abilities with calm communication under pressure.
Candidates joining the organization will help shape how premium support evolves while maintaining strict response times. The position suits individuals who thrive in ambiguous environments, take ownership of technical challenges, and want to support builders relying on agentic development tools.
What you will do
- Provide swift, high-priority support to premium customers while adhering to strict service level agreements.
- Diagnose, reproduce, and resolve complex technical issues across the entire platform.
- Escalate and track high-impact issues directly with product and engineering teams to ensure timely fixes.
- Lead all customer-facing communications during outages or critical incidents.
- Identify recurring technical problems and collaborate internally to reduce resolution times.
- Contribute to internal tooling, automation, and documentation initiatives that improve team efficiency.
- Partner with cross-functional groups like sales and product to guarantee a consistent customer experience.
- Help onboard and mentor newer support engineers to raise overall team responsiveness.
What you need
- Bring at least three years of professional experience in technical support, developer support, or systems engineering.
- Demonstrate prior background providing rapid-response support tailored to high-value or enterprise clients.
- Possess strong debugging skills using JavaScript, Python, or similar programming languages.
- Communicate clearly and calmly in writing and verbally under tight time pressure.
- Show familiarity with common support utilities such as Zendesk, Linear, Slack, and internal debugging tools.
- Manage multiple high-priority issues simultaneously while maintaining accuracy and composure.
- Exhibit a proactive, ownership-driven mindset paired with empathy for developers using 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 (Claude, ChatGPT, etc.)
Benefits
- Competitive Salary & Equity
- Flexible Time Off (FTO) + Holidays
- Monthly Wellness Stipend
- Autonomous Work Environment
- Quarterly Team Gatherings
Skills and tech stack
Questions candidates ask
What is the remote work policy for this position?
The role will begin as remote, with plans to transition to a hybrid model once the company establishes a local office presence in Singapore.
What kind of tools and technologies will I be working with?
You will debug issues using languages like JavaScript and Python. Daily workflows involve support and tracking tools such as Zendesk, Linear, and Slack.
What are the primary responsibilities regarding premium clients?
You will act as the front line for highest-value customers by delivering fast and reliable technical support. This includes handling complex product issues and guiding users through critical incidents.