Premium Support Engineer (AI)

Location: Foster City, California, United States. Hybrid role with an in-office requirement on Mondays and Wednesdays; the schedule runs Saturday through Wednesday.

Salary: $185,000–$210,000 per year, plus equity.

Company

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

What you will do

• Provide swift, high-priority technical support to premium 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 incidents.
• Identify recurring issues and contribute to internal tooling, automation, documentation, and self-healing systems.
• Partner with cross-functional teams, onboard support engineers, and mentor colleagues.

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.
• Clear 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, IDEs, terminals, and developer tools.
• Recent Replit usage within the last 3–6 months and experience with AI tools such as Claude or ChatGPT.

Culture & Benefits

• Full-time employee role with competitive salary and equity.
• 401(k) with a 4% match, health, dental, vision, and life insurance for US employees.
• Paid parental, medical, and caregiver leave, flexible time off, and holidays.
• Autonomous work environment, wellness stipend, commuter benefits, and in-office setup reimbursement.
• Quarterly team gatherings and in-office amenities.