About this role
Helping developers navigate the platform involves troubleshooting product issues, debugging errors, and answering general usage questions through support tickets. The daily routine also includes building and maintaining internal support tools, updating the Knowledge Base, and communicating with customers during system outages. Operating within a small global group, team members collaborate closely to bridge the gap between user experiences and engineering pipelines.
Replit builds an agentic software creation platform designed to let anyone build applications using natural language. The organization exists to democratize software development by eliminating traditional barriers to application creation. Candidates who thrive here possess strong time management abilities, enjoy working autonomously, and maintain a systematic approach to resolving complex operational challenges.
What you will do
- Work directly with customers via support tickets to resolve technical product issues and bugs.
- Meet daily ticket volume and resolution time targets while providing technical guidance.
- Collaborate with the support team to relay user stories and feedback to the broader organization.
- Directly contribute to and maintain the team's Knowledge Base documentation.
- Support customer-facing communications regarding outages and incidents.
- Swiftly report ongoing bugs to the engineering team for triage and resolution.
What you need
- Bring prior experience in software development or relevant technical support.
- Demonstrate a proven ability to work efficiently in fast-paced, high-volume support environments with strict productivity metrics.
- Show strong time management and ticket triage skills with comfort in performance tracking and regular reporting.
- Possess excellent communication skills and the initiative to ask questions when facing the unknown.
- Have direct experience with support tools and ticketing systems like 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 such as Claude and ChatGPT.
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 remote and office work policy for this job?
This is a full-time role that can be held from the NYC SoHo office. The schedule follows a Saturday through Wednesday work week, with an in-office requirement on Mondays and Wednesdays.
What tools and technologies are used on the team?
The team uses tools like Zendesk, Linear, Slack, and Replit itself to get the job done. Additional experience with IDEs, terminals, and AI tools like Claude and ChatGPT is nice to have.
What is the salary and compensation structure?
The position offers a salary range of $110K to $140K alongside equity. Full-time employee benefits also include a 401(k) program with a 4% match for US employees, health insurance, and commuter benefits.