At a Glance
- Tasks: Provide expert technical support to high-value customers and resolve complex issues.
- Company: Join Replit, a leading platform in AI-driven software development.
- Benefits: Enjoy competitive salary, health benefits, flexible time off, and a supportive work environment.
- Other info: Dynamic role with opportunities for growth and collaboration across teams.
- Why this job: Be at the forefront of tech innovation while helping customers succeed with their projects.
- Qualifications: 4+ years in technical support with strong debugging skills in JavaScript or Python.
The predicted salary is between 56700 - 69300 £ per year.
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.
Replit is at the forefront of AI-driven software development, and how we support customers is constantly evolving. 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.
IN THIS ROLE YOU WILL:
- 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.
REQUIRED SKILLS AND EXPERIENCE:
- 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.
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.).
- Exposure to cloud infrastructure (AWS, GCP, or similar).
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 (US Only)
- Health, Dental, Vision and Life Insurance
- Short Term and Long Term Disability
- Paid Parental, Medical, Caregiver Leave
- Flexible Time Off (FTO) + Holidays
- Commuter Benefits (In-Office & US Only)
- Monthly Wellness Stipend
- Autonomous Work Environment
- In Office Set-Up Reimbursement (In-Office Only)
- Quarterly Team Gatherings
- In Office Amenities (In-Office Only)
Premium Support Engineer (London, Weekend) employer: Triwill Group
OpenAI is an exceptional employer that fosters a culture of innovation and collaboration, making it an ideal place for professionals passionate about AI and its transformative potential. With a commitment to employee growth, OpenAI offers ample opportunities for career advancement and skill development, all while maintaining a strong focus on ethical practices and user trust. Located in a vibrant tech hub, employees benefit from a dynamic work environment that encourages creativity and the sharing of diverse perspectives.
StudySmarter Expert Advice🤫
We think this is how you could land Premium Support Engineer (London, Weekend)
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Triwill Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Triwill Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Premium Support Engineer (London, Weekend)
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Triwill Group:Your cover letter is your chance to shine! Tell us why you want to work at Triwill Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Triwill Group!
How to prepare for a job interview at Triwill Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
