Premium Support Engineer – Weekend Shift

Replit

Premium Support Engineer providing technical support to high-value customers for AI-driven software development company. Diagnosing issues and collaborating with internal teams to enhance customer experience and satisfaction.

Posted 4/9/2026full-timeNew York City • New York • 🇺🇸 United StatesMid-LevelSenior💰 $185,000 - $210,000 per yearWebsite

Tech Stack

Tools & technologies

JavaScriptPythonSwift

About the role

Key responsibilities & impact

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

What you’ll need

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.

Benefits

Comp & perks

Competitive Salary & Equity
401(k) Program with a 4% match
Health, Dental, Vision and Life Insurance
Short Term and Long Term Disability
Paid Parental, Medical, Caregiver Leave
Commuter Benefits
Monthly Wellness Stipend
Autonomous Work Environment
In Office Set-Up Reimbursement
Flexible Time Off (FTO) + Holidays
Quarterly Team Gatherings
In Office Amenities

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

debuggingJavaScriptPythontechnical supportsystems engineeringautomationdocumentation

Soft Skills

communicationempathyproactive mindsetownershiptime managementproblem-solving