Premium Support Engineer (AI)

Location: London Office, hybrid

Company

Replit is an AI-driven software creation platform that enables users to build applications with natural language.

What you will do

• Provide front-line technical support for enterprise and premium customers, including AI prompting guidance and bug resolution.
• Diagnose, reproduce, and resolve complex issues across the Replit platform while meeting operational SLAs.
• Lead customer communications during outages and incidents, and coordinate escalations with Product and Engineering.
• Analyze recurring issues and improve support processes, documentation, internal tooling, and automation.
• Collaborate with Engineering, Product, Sales, and other teams to improve the premium customer experience.
• Onboard and mentor support engineers, improving responsiveness and support quality.

Requirements

• At least 4 years of experience in technical support, developer support, or systems engineering.
• Experience managing operational SLAs for enterprise accounts and handling multiple high-priority issues simultaneously.
• Hands-on debugging experience with JavaScript, Python, or similar languages, including reading unfamiliar codebases.
• Working knowledge of APIs, databases, Git-based CI/CD workflows, and developer tools.
• Strong written and verbal communication skills for technical and non-technical audiences.
• Familiarity with Zendesk, Linear, Slack, internal debugging tools, and Replit usage within the last 3–6 months.

Nice to have

• Experience with IDEs, terminals, and other common developer tools.
• Experience with AI tools such as Claude or ChatGPT.
• Exposure to cloud infrastructure such as AWS or GCP.

Culture & Benefits

• Autonomous work environment focused on ownership, empathy, continuous learning, and automation.
• Competitive salary and equity.
• Health, dental, vision, life, disability, parental, medical, and caregiver leave benefits.
• Flexible time off, holidays, monthly wellness stipend, and quarterly team gatherings.
• Additional commuter benefits, office setup reimbursement, and office amenities for eligible in-office employees.
• 401(k) program with a 4% match for US employees.