Premium Support Engineer (London, Weekend)

Replit
London
Workplace: HybridFull timeFunction: Communications, PR & CommunitySkills: ["Problem-solving","Communication","Self-directed","Automation mindset","Customer empathy"]

Serve as the front line for Premium customers, delivering fast, expert technical support under strict SLAs. Triage and resolve complex issues across the Replit platform by diagnosing, reproducing, and debugging problems, then escalate high-impact incidents with Product and Engineering. Lead customer communications during outages, identify recurring issues to improve documentation and processes, and build internal tooling and automations that raise team responsiveness and quality.

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FursaFursa
Replit
Replit
2 days ago

Premium Support Engineer (London, Weekend)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 4 hours agoStatus: Live

Job Summary

Serve as the front line for Premium customers, delivering fast, expert technical support under strict SLAs. Triage and resolve complex issues across the Replit platform by diagnosing, reproducing, and debugging problems, then escalate high-impact incidents with Product and Engineering. Lead customer communications during outages, identify recurring issues to improve documentation and processes, and build internal tooling and automations that raise team responsiveness and quality.
Location: London
Workplace: Hybrid
Employment Type: Full time
Job Function: Communications, PR & Community
Seniority: Mid level

Key Responsibilities

  • •Act as trusted front-line contact for large enterprise customers, resolving bugs and providing AI prompting best practices under strict SLAs.
  • •Diagnose, reproduce, and resolve complex technical issues across the Replit platform.
  • •Escalate and track high-impact issues with Product and Engineering, ensuring timely fixes and transparent communication.
  • •Lead customer-facing communications during outages or incidents.
  • •Analyze recurring issues to drive process and documentation improvements; build internal tooling, automation, and documentation to improve team efficiency.

Pay and Benefits

Perks:Health InsuranceDentalVisionLife Insurance401kParental LeavePaid LeaveWellness StipendFlexible TimeCommuter Benefits

Key Requirements

  • •4+ years in technical support, developer support, or systems engineering.
  • •Experience managing and delivering against operational SLAs for enterprise accounts.
  • •Hands-on debugging experience with JavaScript, Python, or similar languages, including reading unfamiliar codebases.
  • •Working knowledge of APIs, databases, and Git-based CI/CD workflows.
  • •Excellent written and verbal communication skills to explain technical concepts to technical and non-technical stakeholders.
Skills:Problem-solvingCommunicationSelf-directedAutomation mindsetCustomer empathy
Tech Stack:JavaScriptPythonAPIsDatabasesGitCI/CDZendeskLinearSlack

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