Support Engineer I (NYC, Weekend Shift)

NYC (SoHo), Remote. Posted 11 days ago

The role

Support Engineers work directly with customers via support tickets to solve technical product issues and bugs. They provide technical guidance, maintain the Support team's Knowledge Base, and collaborate with the Support team to report user stories.

What you will do

Work directly with Replit customers via support tickets to solve technical product issues, bugs, and provide technical guidance
Meet daily ticket volume and resolution time targets
Collaborate with the rest of the Support team in telling the story of our users
Directly contribute to and maintain the Support team's Knowledge Base
Support customer-facing communications for outages and incidents
Swiftly report ongoing bugs for Eng to triage and fix

Required qualifications

Prior experience in software development or relevant technical support experience
Proven ability to work efficiently in fast-paced, high-volume support environments with strict productivity metrics
Strong time management and ticket triage skills with comfort in performance tracking and regular reporting
Excellent communication skills with initiative to ask questions when encountered with the unknown
Experience with support tools and ticketing systems (e.g. Zendesk)

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.)

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 & 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)

About the company

Replit is the agentic software creation platform that enables anyone to build applications using natural language. The company aims to democratize software development by removing traditional barriers to application creation.