Premium Support Engineer

Location: Remote in Japan initially, with a planned transition to hybrid once a local office is established

Company

Replit is an agentic software creation platform that enables users to build applications using 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 through resolution.
• Lead customer communications during outages and critical incidents.
• Identify recurring issues and contribute to internal tooling, automation, documentation, and self-healing systems.
• Partner with Engineering, Product, Sales, and other teams while onboarding and mentoring support engineers.

Requirements

• 4+ years of experience in technical support, developer support, or systems engineering.
• Professional fluency in English and Japanese, written and verbal.
• Experience providing rapid-response support to high-value or enterprise customers.
• Strong debugging skills with JavaScript, Python, or similar languages.
• Familiarity with Zendesk, Linear, Slack, IDEs, terminals, and developer tools.
• Ability to manage multiple high-priority issues, communicate clearly under pressure, and work autonomously.

Nice to have

• Used Replit within the last 3 to 6 months.
• Experience with AI tools such as Claude or ChatGPT.

Culture & Benefits

• Autonomous work environment with a focus on ownership, empathy, continuous learning, and automation.
• Competitive salary and equity.
• Flexible time off, holidays, and paid parental, medical, and caregiver leave.
• Health, dental, vision, life, and disability insurance.
• Monthly wellness stipend and quarterly team gatherings.
• Full-time employee benefits include a 401(k) program with a 4% match for US employees, plus in-office benefits after office attendance begins.