Premium Support Engineer (NYC, Weekend Shift)
Core
Front-line technical support for Replit's highest-value customers, resolving complex product issues and guiding them through critical incidents.
Role type
Senior IC Premium Support Engineer
Builds
High-priority support interactions and incident response for enterprise and top-tier developer customers
Domain
Developer tools / AI-driven software development
Deliverable
client delivery
Required skills
Technical troubleshooting, debugging (JavaScript, Python), incident management, SLA adherence, internal escalation, automation, mentorship
Preferred skills
Experience with IDEs/terminals, familiarity with AI tools (Claude, ChatGPT), prior use of Replit
Technologies
Zendesk, Linear, Slack, internal debugging utilities
Responsibilities
Diagnose and resolve complex technical issues, lead customer communications during outages, identify recurring issues to reduce resolution time, contribute to internal tooling and documentation, onboard and mentor support engineers
Seniority
Senior, hands-on IC