Premium Support Engineer (NYC, Weekend Shift)

Replit
New York
Workplace: HybridFull timeUSD 185,000 - 210,000 annuallyFunction: Communications, PR & CommunityExperience: 3+ yearsSkills: ["Problem-solving","Communication","Self-directed","Automation focus","Empathy"]

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

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FursaFursa
Replit
Replit
5 months ago

Premium Support Engineer (NYC, Weekend Shift)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 3 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 issues across the Replit platform, escalate high-impact problems with Product and Engineering, and lead customer communications during outages. Help identify recurring issues to reduce time-to-resolution, contribute to internal tooling and documentation, and mentor other support engineers to raise quality and responsiveness.
Location: New York
Workplace: Hybrid
Employment Type: Full time
Job Function: Communications, PR & Community
Seniority: Mid level

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, ensuring timely fixes and transparent communication.
  • •Lead customer-facing communications during outages or incidents.
  • •Identify recurring issues and collaborate internally to reduce time-to-resolution, including contributing to tooling and documentation.

Pay and Benefits

Salary: USD 185,000 - 210,000 annually
Equity and Bonus:Equity
Perks:401kHealth InsuranceDentalVisionLife InsuranceDisabilityParental LeaveWellness StipendCommuter Benefits

Key Requirements

  • •3+ years in technical support, developer support, or systems engineering.
  • •Experience delivering rapid-response support to high-value or enterprise customers.
  • •Strong debugging skills with JavaScript, Python, or similar languages.
  • •Excellent written and verbal communication under time pressure, clearly conveying technical concepts.
  • •Familiarity with support tools such as Zendesk, Linear, Slack, and internal debugging utilities.
Experience:3+ yearsDeveloper supportSystems engineeringEnterprise supportAI tools
Skills:Problem-solvingCommunicationSelf-directedAutomation focusEmpathy
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