About this role
Developers encountering technical roadblocks on the agentic software creation platform need immediate assistance to keep building applications with natural language. Replit requires a Support Engineer to manage incoming support tickets, debug issues, and maintain internal tools during the weekend shift. Operating within a small, global team of support specialists and engineers, the incoming professional will help millions of users troubleshoot platform errors while meeting daily resolution targets.
Daily responsibilities involve answering customer inquiries, writing knowledge base articles, and coordinating outage communications for engineering triage. Successful candidates will bring a background in software development or technical support, along with the ability to manage high-volume ticket queues efficiently. This role suits individuals who combine systematic problem-solving skills with clear communication to support a growing developer community.
What you will do
- Manage customer interactions through support tickets to resolve technical product issues, bugs, and provide guidance while hitting daily volume and resolution time targets.
- Partner with colleagues on the Support team to relay user experiences and stories back to the broader organization.
- Create, update, and maintain articles within the Support team Knowledge Base.
- Handle customer-facing communications regarding outages and incidents while quickly flagging ongoing bugs for engineering triage.
- Build and maintain internal tools alongside troubleshooting general platform usage questions.
- Contribute to a global team environment dedicated to empowering the next wave of software creators.
What you need
- Bring prior background in software development or relevant technical support functions.
- Demonstrate a proven ability to operate efficiently in fast-paced, high-volume support settings with strict productivity metrics.
- Possess strong time management and ticket triage capabilities paired with comfort in performance tracking and regular reporting.
- Maintain excellent communication skills and the initiative to ask questions when facing unknown challenges.
- Show hands-on experience using support tools and ticketing systems such as Zendesk.
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 our Foster City, CA office. 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 position includes a competitive salary of $110K to $140K along with offered equity. Full-time employee benefits also feature a 401(k) program with a 4% match for US employees, health insurance, and flexible time off.
What tools and software will I use on the job?
We use tools like Zendesk, Linear, Slack, and Replit itself to get the job done. We also have a number of tools we build and maintain ourselves.