Premium Support Engineer (London)

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. 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.

In this role you will:

• 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.

Required skills and experience:

• 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.

Note: This role will begin as remote, with plans to transition to a hybrid model once we establish a local office presence.

Full‑Time Employee Benefits Include:

• 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

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.