Premium Support Engineer

This is a fully remote position, open to applicants in Japan.

📋 Description

• Deliver prompt, high-priority assistance to Premium clients while adhering to strict SLAs

• Analyze, replicate, and resolve intricate technical issues across the Replit platform

• Escalate and monitor significant issues in collaboration with Product and Engineering teams

• Manage customer communications during outages or incidents

• Recognize recurring problems and work internally to minimize resolution time

• Contribute to the development of internal tools, automation processes, and documentation

• Collaborate with Engineering, Product, Sales, and other internal stakeholders

• Assist in onboarding and mentoring new support engineers

⛳️ Requirements

• Over 4 years of experience in technical support, developer support, or systems engineering

• Professional proficiency in both English and Japanese, in written and spoken forms

• Proven experience in delivering rapid-response support to high-value or enterprise clients

• Strong debugging abilities in JavaScript, Python, or comparable languages

• Exceptional written and verbal communication skills under pressure

• Familiarity with tools such as Zendesk, Linear, Slack, and internal debugging utilities

• Capacity to handle multiple high-priority issues while ensuring accuracy and calmness

• Proactive mindset with a strong sense of ownership and genuine empathy for clients

• Experience with IDEs, terminals, or standard developer tools (bonus)

• Familiarity with AI tools like Claude and ChatGPT (bonus)

• Recent experience using Replit within the last 3 to 6 months (bonus)

🏝️ 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, and Caregiver Leave

• Flexible Time Off (FTO) + Holidays

• Commuter Benefits (In-Office & US Only)

• Monthly Wellness Stipend

• Autonomous Work Environment

• In Office Set-Up Reimbursement (In-Office Only)

• Quarterly Team Gatherings

• In Office Amenities (In-Office Only)