Responsibilities
- Provide swift, high-priority support to Premium customers, responding within strict SLAs.
- Diagnose, reproduce, and resolve complex technical issues across the Replit platform.
- Escalate and track high-impact issues with Product and Engineering, ensuring timely fixes and transparent communication.
- Lead customer-facing communications during outages or incidents.
- Identify recurring issues and collaborate internally to reduce time-to-resolution.
- Contribute to internal tooling, automation, and documentation that improves team efficiency.
- Partner with Engineering, Product, Sales and other internal teams to ensure Premium customers receive a consistent, high-quality experience.
- Help onboard and mentor other support engineers, raising the team’s overall bar for responsiveness and quality.
Requirements
- 3+ years in technical support, developer support, or systems engineering.
- Experience providing rapid-response support to high-value or enterprise customers.
- Strong debugging skills with JavaScript, Python, or similar languages.
- Excellent written and verbal communication under time pressure — able to convey technical concepts clearly and calmly.
- Familiarity with support tools like Zendesk, Linear, Slack, and internal debugging utilities.
- Proven ability to manage multiple high-priority issues simultaneously while maintaining accuracy and composure.
- A proactive, ownership-driven mindset and genuine empathy for customers building on Replit.
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.)
Compensation
Competitive Salary & Equity
Additional Information
- This role will begin as remote, with plans to transition to a hybrid model once we establish a local office presence.
