Premium Support Engineer (AI)

Location: NYC (SoHo), United States; hybrid schedule with in-office work required on Mondays and Wednesdays.

Salary: $185,000–$210,000 base salary annually, plus equity.

Company

Replit provides 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.
• Lead customer communications during outages and incidents, escalating high-impact issues to Product and Engineering.
• Identify recurring problems and collaborate cross-functionally to reduce time-to-resolution.
• Build and improve internal tooling, automation, documentation, and self-healing workflows.
• Onboard and mentor support engineers while partnering with Engineering, Product, Sales, and other teams.

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.
• Ability to work from the NYC office with in-office attendance on Mondays and Wednesdays.

Nice to have

• Recent Replit usage within the last 3–6 months.
• Experience with AI tools such as Claude or ChatGPT.
• Experience onboarding or mentoring support engineers.

Culture & Benefits

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