replit - Support Engineer II (NYC)

Remote - Singapore2w ago

Remote Mid APAC Developer Tools Utilities Support Engineer JavaScript Python Claude Swift Documentation Zendesk Linear Slack

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. • 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.) • 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 • This is a full-time role that can be held from our NYC office. The role has an in-office requirement.

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.

Benefits

• 💹 401(k) Program with a 4% match (US Only) • ⚕️ Health, Dental, Vision and Life Insurance • 🩼 Short Term and Long Term Disability • 🚼 Paid Parental, Medical, Caregiver Leave • 🏝 Flexible Time Off (FTO) + Holidays • 📱 Monthly Wellness Stipend • 🧑‍💻 Autonomous Work Environment • 🖥 In Office Set-Up Reimbursement (In-Office Only) • 🚀 Quarterly Team Gatherings • ☕ In Office Amenities (In-Office Only) • Want to learn more about what we are up to? • Meet the Replit Agent https://www.youtube.com/watch?v=IYiVPrxY8-Y • Replit: Make an app for that https://www.youtube.com/watch?v=4zd9hzngFwY • Replit Blog https://blog.replit.com/ • Amjad TED Talk https://youtu.be/kCudFI4tcpg?si=l4ViCejV_f2RZkDi • Interviewing + Culture at Replit • Operating Principles https://blog.replit.com/operating-principles • Reasons not to work at Replit https://blog.replit.com/reasons-not-to-join-replit • To achieve our mission of making programming more accessible around the world, we need our team to be representative of the world. We welcome your unique perspective and experiences in shaping this product. We encourage people from all kinds of backgrounds to apply, including and especially candidates from underrepresented and non-traditional backgrounds.