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Premium Support Engineer (NYC, Weekend Shift)

Replit· User Operations
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Hybrid (NYC (SoHo))$185k - $210k + equityFull-timePosted 6mo ago

About the role

Premium Support Engineer providing fast, expert technical support to high-value customers, handling complex issues, guiding incidents, and contributing to tooling, documentation, and cross-functional collaboration. Hybrid role based in NYC with weekend shift schedule (Saturday–Wednesday, in-office Mondays and Wednesdays).

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.]
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Qualifications

  • 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.

Skills

Required:Technical support

Benefits

  • 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 Only)
  • Monthly Wellness Stipend
  • Autonomous Work Environment
  • In Office Set-Up Reimbursement (In-Office Only)
  • Quarterly Team Gatherings
  • In Office Amenities (In-Office Only)
Last updated Sep 16, 2026. Interested? Apply on the company site.
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