Premium Support Engineer (Weekend Shift)

📋 Description

• • As a Premium Support Engineer at Replit, you’ll be the front line for our highest-value customers — delivering fast, expert, and reliable technical support when it matters most. You’ll handle complex product issues, guide customers through critical incidents, and ensure every interaction meets the highest standard of quality and speed.
• • 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; 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; partner with Engineering, Product, Sales and other internal teams; help onboard and mentor other support engineers.
• • Replit is the agentic software creation platform that enables anyone to build applications using natural language. With millions of users worldwide, Replit is democratizing software development by removing traditional barriers to application creation. 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. You’ll gain experience in high-stakes technical support, cross-functional collaboration, incident management, and AI-integrated workflows while contributing to the evolution of a cutting-edge developer platform.