Premium Support Engineer (Tokyo)

Replit
Japan
Workplace: RemoteFull timeFunction: Communications, PR & CommunitySkills: ["Communication","Problem-solving","Empathy","Ownership","Self-directed"]

Serve as the front line for Premium customers, delivering fast, expert technical support within strict SLAs. Diagnose, reproduce, and resolve complex Replit platform issues, escalate high-impact incidents with Product/Engineering, and lead customer communications during outages. Help reduce time-to-resolution by identifying recurring problems, contribute to support tooling and documentation, and mentor other support engineers to raise responsiveness and quality standards.

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FursaFursa
Replit
Replit
1 day ago

Premium Support Engineer (Tokyo)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 6 hours agoStatus: Live

Job Summary

Serve as the front line for Premium customers, delivering fast, expert technical support within strict SLAs. Diagnose, reproduce, and resolve complex Replit platform issues, escalate high-impact incidents with Product/Engineering, and lead customer communications during outages. Help reduce time-to-resolution by identifying recurring problems, contribute to support tooling and documentation, and mentor other support engineers to raise responsiveness and quality standards.
Location: Japan
Workplace: Remote
Employment Type: Full time
Job Function: Communications, PR & Community

Key Responsibilities

  • •Provide swift, high-priority Premium customer support within strict SLAs.
  • •Diagnose, reproduce, and resolve complex technical issues across the Replit platform.
  • •Escalate and track high-impact issues with Product and Engineering with transparent updates.
  • •Lead customer-facing communications during outages or incidents.
  • •Identify recurring issues and collaborate to reduce time-to-resolution; contribute to internal tooling and documentation.

Pay and Benefits

Equity and Bonus:Equity
Perks:Health InsuranceDentalVisionLife Insurance401kPaid LeaveParental LeaveMedical LeaveCaregiver LeaveWellness Stipend

Key Requirements

  • •4+ years in technical support, developer support, or systems engineering.
  • •Professional fluency in English and Japanese, both written and verbal.
  • •Experience providing rapid-response support to high-value or enterprise customers.
  • •Strong debugging skills with JavaScript, Python, or similar languages.
  • •Ability to manage multiple high-priority issues while communicating clearly under time pressure.
Skills:CommunicationProblem-solvingEmpathyOwnershipSelf-directed
Languages:EnglishJapanese
Tech Stack:JavaScriptPythonZendeskLinearSlackClaudeChatGPT

Company Brief

Replit
Provides a browser-based integrated development environment (IDE) and collaborative coding platform that lets developers write, run, and deploy code instantly across many languages and frameworks.
Industry: Developer Tools
Company Size: Large (251 to 1,000 employees)
Growth: Scaleup
Headquarters: San Francisco, United States
Founded: 2016
WebsiteLinkedIn