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You&#39;ll play a critical role in shaping how Premium Support adapts to new products, new customer expectations, and AI-assisted workflows, operating effectively in ambiguity and driving clarity for your team.</p>\n<p>You&#39;ll combine deep technical troubleshooting with calm, confident communication to keep builders moving , whether it&#39;s an enterprise team deploying at scale or a top-tier developer relying on Replit to power their business.</p>\n<p>Responsibilities:</p>\n<ul>\n<li>Provide swift, high-priority support to Premium customers, responding within strict SLAs.</li>\n<li>Diagnose, reproduce, and resolve complex technical issues across the Replit platform.</li>\n<li>Escalate and track high-impact issues with Product and Engineering, ensuring timely fixes and transparent communication.</li>\n<li>Lead customer-facing communications during outages or incidents.</li>\n<li>Identify recurring issues and collaborate internally to reduce time-to-resolution.</li>\n<li>Contribute to internal tooling, automation, and documentation that improves team efficiency.</li>\n<li>Partner with Engineering, Product, Sales and other internal teams to ensure Premium customers receive a consistent, high-quality experience.</li>\n<li>Help onboard and mentor other support engineers, raising the team&#39;s overall bar for responsiveness and quality.</li>\n</ul>\n<p>Requirements:</p>\n<ul>\n<li>3+ years in technical support, developer support, or systems engineering.</li>\n<li>Experience providing rapid-response support to high-value or enterprise customers.</li>\n<li>Strong debugging skills with JavaScript, Python, or similar languages.</li>\n<li>Excellent written and verbal communication under time pressure , able to convey technical concepts clearly and calmly.</li>\n<li>Familiarity with support tools like Zendesk, Linear, Slack, and internal debugging utilities.</li>\n<li>Proven ability to manage multiple high-priority issues simultaneously while maintaining accuracy and composure.</li>\n<li>A proactive, ownership-driven mindset and genuine empathy for customers building on Replit.</li>\n</ul>\n<p>Nice to have:</p>\n<ul>\n<li>Has used Replit in the last 3 to 6 months.</li>\n<li>Experience working with IDEs, terminals, or other common developer tools.</li>\n<li>Experience with AI tools (Claude, ChatGPT, etc.).</li>\n</ul>\n<p>What we value:</p>\n<ul>\n<li>Problem-solving mindset: Ability to approach complex operational challenges systematically and devise effective solutions</li>\n<li>Self-directed and autonomous: Capable of working independently while collaborating effectively with cross-functional teams</li>\n<li>Strong communication skills: Ability to explain complex technical concepts to both technical and non-technical audiences</li>\n<li>Continuous learning: Passion for staying current with industry best practices and new technologies</li>\n<li>Focus on automation: Strong belief in automating repetitive tasks and building self-healing systems</li>\n</ul>\n<p style=\"margin-top:24px;font-size:13px;color:#666;\">Job Data by <a href=\"https://yubhub.co\">YubHub</a>.</p>","url":"https://jobs.ashbyhq.com/replit/0a94327b-52c0-41d1-931f-b2aca5e90c1f","directApply":true,"hiringOrganization":{"@type":"Organization","name":"Replit","sameAs":"https://replit.com/","logo":"https://logos.yubhub.co/replit.com.png"},"x-apply-url":"https://jobs.ashbyhq.com/replit/0a94327b-52c0-41d1-931f-b2aca5e90c1f","x-work-arrangement":"hybrid","x-experience-level":"mid","x-job-type":"full-time","x-salary-range":"$185K - $210K","x-skills-required":["JavaScript","Python","Zendesk","Linear","Slack","internal debugging utilities"],"x-skills-preferred":["IDEs","terminals","AI tools"],"x-benefits":[],"x-licences":[],"x-visa-sponsorship":"unknown","x-visa-sponsorship-text":null,"x-work-authorisation":"unknown","x-work-authorisation-text":null,"datePosted":"2026-09-09T16:15:13.588Z","jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"NYC (SoHo) Hybrid"}},"employmentType":"FULL_TIME","occupationalCategory":"Engineering","industry":"Technology","skills":"JavaScript, Python, Zendesk, Linear, Slack, internal debugging utilities, IDEs, terminals, AI tools","baseSalary":{"@type":"MonetaryAmount","currency":"USD","value":{"@type":"QuantitativeValue","minValue":185000,"maxValue":210000,"unitText":"YEAR"}}}]}