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# Premium Support Engineer

- **Company:** Replit, Inc.
- **Location:** Foster City, CA, United States
- **Experience:** Experienced
- **Contract:** Permanent contract
- **Skills:** JavaScript (Programming Language), Artificial Intelligence, Systems Engineering, Software Debugging, Programming Tools, Python (Programming Language), Zendesk, GPT
- **Published:** September 10, 2026
- **Apply:** https://startup.jobs/premium-support-engineer-foster-city-weekend-shift-replit-3-7909678

## About the Role

* 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.

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.), * Problem-solving mindset: Ability to approach complex operational challenges systematically and devise effective solutions
 * Self-directed and autonomous: Capable of working independently while collaborating effectively with cross-functional teams
 * Strong communication skills: Ability to explain complex technical concepts to both technical and non-technical audiences
 * Continuous learning: Passion for staying current with industry best practices and new technologies
 * Focus on automation: Strong belief in automating repetitive tasks and building self-healing systems

## Description

* 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.