Premium Support Engineer (Foster City, Weekend Shift)

Replit
United States
Workplace: HybridFull timeUSD 185,000 - 210,000 annuallyFunction: Communications, PR & CommunitySkills: ["Communication","Problem-solving","Empathy","Ownership","Self-directed"]

Serve as the front line for Premium customers, delivering fast, expert technical support with strict SLA responsiveness. Diagnose, reproduce, and resolve complex issues across the Replit platform, escalating high-impact incidents to Product and Engineering and driving clear customer-facing communications during outages. Improve time-to-resolution by identifying recurring problems and contributing to internal tooling, automation, and documentation, while mentoring other support engineers.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Replit
Replit
5 months ago

Premium Support Engineer (Foster City, Weekend Shift)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

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 with strict SLA responsiveness. Diagnose, reproduce, and resolve complex issues across the Replit platform, escalating high-impact incidents to Product and Engineering and driving clear customer-facing communications during outages. Improve time-to-resolution by identifying recurring problems and contributing to internal tooling, automation, and documentation, while mentoring other support engineers.
Location: United States
Workplace: Hybrid
Employment Type: Full time
Job Function: Communications, PR & Community
Seniority: Mid level

Key Responsibilities

  • •Provide swift, high-priority Premium customer support and respond 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 internally to reduce time-to-resolution, including contributing to tooling and documentation.

Pay and Benefits

Salary: USD 185,000 - 210,000 annually
Perks:Health InsuranceDentalVision401kLife InsurancePaid ParentalLong-term DisabilityWellness Stipend

Key Requirements

  • •3+ years in technical support, developer support, or systems engineering.
  • •Experience providing 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 to convey technical concepts clearly.
  • •Familiarity with support tools like Zendesk, Linear, Slack, and internal debugging utilities.
Skills:CommunicationProblem-solvingEmpathyOwnershipSelf-directed
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