Premium Support Engineer (London)

Stack

Responsibilities

• ▹Provide swift, high-priority support to Premium customers within strict SLAs
• ▹Diagnose, reproduce, and resolve complex technical issues across the platform
• ▹Escalate and track high-impact issues with Product and Engineering
• ▹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
• ▹Partner with Engineering, Product, and Sales for a consistent customer experience
• ▹Help onboard and mentor other support engineers

Requirements

• ▹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
• ▹Familiarity with support tools like Zendesk, Linear, Slack, and internal debugging utilities
• ▹Proven ability to manage multiple high-priority issues simultaneously
• ▹Proactive, ownership-driven mindset with genuine empathy for customers

Nice to have

• ▹Has used Replit in the last 3 to 6 months
• ▹Experience working with IDEs, terminals, or other developer tools
• ▹Experience with AI tools (Claude, ChatGPT, etc.)

Soft skills

What we offer

• ▹Competitive salary & equity
• ▹401(k) program with 4% match (US only)
• ▹Health, dental, vision, and life insurance
• ▹Short-term and long-term disability
• ▹Paid parental, medical, and caregiver leave
• ▹Flexible Time Off (FTO) plus 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)

About the company

Replit is the agentic software creation platform that enables anyone to build applications using natural language, democratizing software development with millions of users worldwide.