Support Engineer • Mid-Level

Who you are

You have a strong background in technical support, ideally with experience in software or application support. You excel in diagnosing and resolving complex technical issues, ensuring that customers receive the highest quality of service. Your calm and confident communication style helps you guide customers through critical incidents effectively. You are proactive in identifying recurring issues and collaborating with internal teams to improve processes and reduce resolution times. You enjoy mentoring and onboarding new support engineers, sharing your knowledge and expertise to help them succeed. You are committed to delivering exceptional customer experiences and thrive in a fast-paced environment where you can make a significant impact.

What you'll do

As a Premium Support Engineer at Replit, you will be the front line for our highest-value customers, providing swift and high-priority support while adhering to strict SLAs. You will diagnose, reproduce, and resolve complex technical issues across the Replit platform, ensuring that customers receive timely and effective solutions. During outages or incidents, you will lead customer-facing communications, keeping customers informed and reassured. You will escalate and track high-impact issues with Product and Engineering teams, ensuring transparent communication and timely fixes. Additionally, you will contribute to internal tooling, automation, and documentation that enhances team efficiency. Your role will involve partnering with Engineering, Product, Sales, and other internal teams to ensure a consistent and high-quality experience for Premium customers.

What we offer

At Replit, we are committed to making programming more accessible around the world. We welcome diverse perspectives and experiences, encouraging candidates from all backgrounds to apply. You will have the opportunity to work in a collaborative environment where your contributions directly impact our mission. We offer a hybrid work model, allowing you to work in the office on designated days while also providing flexibility for remote work. Join us in democratizing software development and shaping the future of application creation.