Premium Support Engineer – Weekend

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

📋 Description

• Act as the reliable first point of contact for major enterprise clients

• Advise clients on best practices for AI prompting and troubleshoot issues while meeting stringent SLAs

• Identify, reproduce, and resolve intricate technical challenges across the Replit platform

• Escalate and monitor critical issues with the Product and Engineering teams

• Manage customer communications during outages or incidents

• Evaluate recurring problems and suggest enhancements to processes and documentation to decrease resolution times

• Develop and maintain internal tools, automation, and documentation to boost team productivity

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

• Assist in onboarding and mentoring fellow support engineers

• Influence the evolution of Premium Support in response to new products, customer needs, and AI-enhanced workflows

⛳️ Requirements

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

• Proven track record of managing and fulfilling operational SLAs for enterprise clients

• Strong hands-on debugging skills with JavaScript, Python, or similar languages, including the capability to analyze and understand unfamiliar codebases

• Working familiarity with APIs, databases, and Git-based CI/CD processes

• Excellent written and verbal communication abilities, capable of clearly articulating technical concepts to both technical and non-technical audiences

• Experience with support tools such as Zendesk, Linear, Slack, and internal debugging resources

• Demonstrated capability to handle multiple high-priority issues concurrently while maintaining precision and composure

• A proactive and ownership-oriented mindset with genuine empathy for customers utilizing Replit

• Experience using Replit within the last 3 to 6 months (preferred)

• Familiarity with IDEs, terminals, or other standard developer tools (preferred)

• Experience with AI tools like Claude and ChatGPT (preferred)

• Exposure to cloud infrastructure such as AWS or GCP (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, 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)