Premium Support Engineer (London, Weekend)

The role

You will provide technical support to high-value enterprise customers. You will diagnose complex product issues, manage critical incidents, and collaborate with Product and Engineering teams.

What you will do

• Serve as the front-line contact for large enterprise customers.
• Guide customers on AI prompting best practices.
• Resolve bugs and turn feedback into product improvements.
• Adhere to strict SLAs.
• Diagnose, reproduce, and resolve complex technical issues.
• Escalate and track high-impact issues with Product and Engineering.
• Lead customer-facing communications during outages or incidents.
• Analyse recurring issues to improve processes and documentation.
• Build and update internal tooling, automation, and documentation.
• Onboard and mentor other support engineers.

Required qualifications

• 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.
• 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.
• Familiarity with support tools like Zendesk, Linear, Slack, and internal debugging utilities.
• Ability to manage multiple high-priority issues simultaneously.

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).

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. It is democratizing software development by removing traditional barriers to application creation.