Premium Support Engineer (Weekend)

• Experience managing and delivering against operational SLAs for enterprise accounts
• Working knowledge of APIs, databases, and Git-based CI/CD workflows
• Strong hands-on debugging experience with JavaScript, Python, or similar languages, including the ability to read and reason through an unfamiliar codebase
• Familiarity with support tools like Zendesk, Linear, Slack, and internal debugging utilities
• Excellent written and verbal communication skills, able to convey technical concepts clearly to both technical and non-technical stakeholders
• A proactive, ownership-driven mindset and genuine empathy for customers building on Replit
• Proven ability to manage multiple high-priority issues simultaneously while maintaining accuracy and composure
• 4+ years in technical support, developer support, or systems engineering
• Problem-solving mindset: Ability to approach complex operational challenges systematically and devise effective solutions
• Focus on automation: Strong belief in automating repetitive tasks and building self-healing systems
• Continuous learning: Passion for staying current with industry best practices and new technologies
• Self-directed and autonomous: Capable of working independently while collaborating effectively with cross-functional teams
• Strong communication skills: Ability to explain complex technical concepts to both technical and non-technical audiences
• Has used Replit in the last 3 to 6 months
• Experience working with IDEs, terminals, or other common developer tools
• Exposure to cloud infrastructure (AWS, GCP, or similar)
• Experience with AI tools (Claude, ChatGPT, etc.)

Key responsibilities

• Handle complex product issues, guide customers through critical incidents, and ensure every interaction meets the highest standard of quality and speed.
• Serve as the trusted front-line contact for large enterprise customers, guiding them on AI prompting best practices, resolving bugs, and turning feedback into a better product experience.
• Diagnose, reproduce, and resolve complex technical issues across the Replit platform, escalate and track high-impact issues with Product and Engineering.