Replit is at the forefront of AI-driven software development, and how we support customers is constantly evolving. You'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.

You'll combine deep technical troubleshooting with calm, confident communication to keep builders moving , whether it's an enterprise team deploying at scale or a top-tier developer relying on Replit to power their business.

Responsibilities:

• Provide swift, high-priority support to Premium customers, responding 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.
• Contribute to internal tooling, automation, and documentation that improves team efficiency.
• Partner with Engineering, Product, Sales and other internal teams to ensure Premium customers receive a consistent, high-quality experience.
• Help onboard and mentor other support engineers, raising the team's overall bar for responsiveness and quality.

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 , able to convey technical concepts clearly and calmly.
• Familiarity with support tools like Zendesk, Linear, Slack, and internal debugging utilities.
• Proven ability to manage multiple high-priority issues simultaneously while maintaining accuracy and composure.
• A proactive, ownership-driven mindset and genuine empathy for customers building on Replit.

Nice to have:

• Has used Replit in the last 3 to 6 months.
• Experience working with IDEs, terminals, or other common developer tools.
• Experience with AI tools (Claude, ChatGPT, etc.).

What we value:

• Problem-solving mindset: Ability to approach complex operational challenges systematically and devise effective solutions
• Self-directed and autonomous: Capable of working independently while collaborating effectively with cross-functional teams
• Strong communication skills: Ability to explain complex technical concepts to both technical and non-technical audiences
• Continuous learning: Passion for staying current with industry best practices and new technologies
• Focus on automation: Strong belief in automating repetitive tasks and building self-healing systems

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