Premium Support Engineer

About the role

Replit is looking for a Premium Support Engineer to serve its highest-value customers. You will provide fast, expert technical assistance, troubleshoot complex issues, and ensure a high-quality experience for enterprise teams and top-tier developers.

Key responsibilities

• Provide swift, high-priority support to Premium customers, meeting strict SLAs.
• Diagnose, reproduce, and resolve complex technical problems across the Replit platform.
• Escalate and track high-impact issues with Product and Engineering, ensuring timely fixes.
• Lead customer-facing communications during outages or incidents.
• Identify recurring issues and collaborate to reduce resolution time.
• Contribute to internal tooling, automation, and documentation.
• Mentor other support engineers and help onboard new team members.

Required profile

• 4+ years of experience in technical support, developer support, or systems engineering.
• Professional fluency in English and Japanese, both written and verbal.
• Proven ability to manage multiple high-priority issues simultaneously while maintaining accuracy.
• Proactive, ownership-driven mindset with genuine empathy for customers.

Required skills

• Strong debugging skills with JavaScript and Python.
• Experience with support tools such as Zendesk, Linear, and Slack.

What we offer

• Competitive salary and equity.
• Health, dental, vision, and life insurance.
• 401(k) program with 4% match (US only).
• Flexible time off and paid parental leave.
• Monthly wellness stipend and autonomous work environment.