replit - Premium Support Engineer (London, Weekend)

London, United Kingdom3w ago

In Office Mid EMEA Cloud Computing Developer Tools Support Engineer JavaScript Python Git Zendesk Slack

Requirements

• 4+ years in technical support, developer support, or systems engineering. • Experience managing and delivering against operational SLAs for enterprise accounts • Strong hands-on debugging experience with JavaScript, Python, or similar languages, including the ability to read and reason through an unfamiliar codebase. • Working knowledge of APIs, databases, and Git-based CI/CD workflows. • Excellent written and verbal communication skills, able to convey technical concepts clearly to both technical and non-technical stakeholders. • 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.). • Exposure to cloud infrastructure (AWS, GCP, or similar). • 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

Responsibilities

• Serve as the trusted front-line contact for large enterprise customers, guiding them on AI prompting best practices, resolving bugs, and turning feedback into a better product experience, whilst adhering to 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. • Analyse recurring issues and identify process and documentation improvements to reduce time-to-resolution • Build and update 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? • Self-driving Company https://replit.com/blog/self-driving-company • Replit Agent at Scale https://replit.com/blog/evaluating-and-improving-agent-at-scale • AI Adoption https://replit.com/blog/ai-adoption • Build Open-Source Apps https://replit.com/build/open-source-app-builder • 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.