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# Premium Support Engineer (London, Weekend)

- **Company:** Replit
- **Location:** London, United Kingdom
- **Experience:** Experienced
- **Salary:** £64,909
- **Contract:** Permanent contract
- **Skills:** JavaScript (Programming Language), Application Programming Interfaces (APIs), Artificial Intelligence, Amazon Web Services, Cloud Computing, Databases, Software Debugging, Programming Tools, Python (Programming Language), Git, Codebase, Claude, Zendesk, GPT
- **Published:** October 29, 2026
- **Apply:** https://www.adzuna.co.uk/jobs/details/5945463763

## About the Role

* Experience managing and delivering against operational SLAs for enterprise accounts
 * Strong hands-on debugging experience with JavaScript, Python, or similar languages, including the 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, able to convey technical concepts clearly to both technical and non-technical stakeholders.
 * 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.

 * 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).

 * 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

* Serve as the trusted front-line contact for large enterprise customers, guiding them on AI prompting best practices, resolving bugs, and turning feedback into a better product experience, whilst adhering to 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.
 * Analyse recurring issues and identify process and documentation improvements to reduce time-to-resolution
 * Build and update 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.