Premium Support Engineer – Weekend

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

📋 Description

• Deliver prompt, high-priority assistance to Premium customers, adhering to strict service level agreements (SLAs).

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

• Escalate and monitor significant issues with Product and Engineering teams, ensuring timely resolutions and clear communication.

• Lead communication with customers during outages or incidents.

• Recognize recurring problems and collaborate with internal teams to minimize resolution times.

• Contribute to the development of internal tools, automation, and documentation to enhance team productivity.

• Collaborate with Engineering, Product, Sales, and other internal departments to maintain a consistent, high-quality experience for Premium customers.

• Assist in onboarding and mentoring new support engineers, improving responsiveness and quality standards.

• Replit empowers individuals to create applications using natural language through its innovative software creation platform.

⛳️ Requirements

• A minimum of 3 years of experience in technical support, developer support, or systems engineering.

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

• Strong debugging capabilities in JavaScript, Python, or comparable programming languages.

• Exceptional written and verbal communication skills, particularly under time constraints.

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

• Demonstrated ability to manage multiple high-priority issues concurrently while maintaining accuracy and composure.

• A proactive, ownership-oriented mindset with a genuine empathy for customers.

• Experience with IDEs, terminals, or other common developer tools (preferred).

• Familiarity with AI tools like Claude and ChatGPT (preferred).

• Has utilized Replit in the past 3 to 6 months (preferred).

🏝️ 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)