5 дней назад
Premium Support Engineer
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Premium Support Engineer (AI Software Platform): Delivering rapid, high-priority technical support for premium customers using the Replit platform with an accent on complex debugging, incident communication, and AI-assisted workflows. Focus on diagnosing production issues, coordinating fixes with Product and Engineering, automating repetitive support work, and mentoring other support engineers.
Location: Remote in Singapore; the role is planned to transition to a hybrid model once a local office is established
Company
Replit is an AI-driven software creation platform that enables users to build applications with natural language.
What you will do
- Provide swift, high-priority technical support to premium and enterprise customers within strict SLAs.
- Diagnose, reproduce, and resolve complex issues across the Replit platform.
- Escalate and track high-impact issues with Product and Engineering while maintaining clear customer communication.
- Lead customer-facing communications during outages and critical incidents.
- Identify recurring issues and contribute to automation, internal tooling, documentation, and self-healing systems.
- Partner with cross-functional teams and onboard or mentor other support engineers.
Requirements
- 3+ years of experience 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, with the ability to explain technical concepts to technical and non-technical audiences.
- Familiarity with Zendesk, Linear, Slack, internal debugging tools, IDEs, terminals, and other developer tools.
- Recent Replit usage within the last 3–6 months and experience with AI tools such as Claude or ChatGPT.
Culture & Benefits
- Autonomous work environment with an emphasis on ownership, continuous learning, customer empathy, and systematic problem-solving.
- Full-time employment with competitive salary and equity.
- Health, dental, vision, life, short-term disability, and long-term disability insurance.
- Paid parental, medical, and caregiver leave, plus flexible time off and holidays.
- Monthly wellness stipend, quarterly team gatherings, and applicable commuter, office setup, and in-office benefits.
- 401(k) program with a 4% match for US employees.
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