Premium Support Engineer (London, Weekend)

📋 Description

• Serve as the trusted front-line contact for large enterprise customers, guiding them on AI
• Diagnose, reproduce, and resolve complex technical issues across the Replit platform.
• Escalate and track high-impact issues with Product and Engineering, ensuring timely fixes and
• Lead customer-facing communications during outages or incidents.
• Analyse recurring issues and identify process and documentation improvements to reduce
• Build and update internal tooling, automation, and documentation that improves team efficiency.

🎯 Requirements

• 4+ years in technical support, developer support, or systems engineering.
• Experience managing and delivering against operational SLAs for enterprise accounts.
• Strong hands-on debugging experience with JavaScript, Python, or similar languages, including the
• Working knowledge of APIs, databases, and Git-based CI/CD workflows.
• Excellent written and verbal communication skills, able to convey technical concepts clearly to
• Familiarity with support tools like Zendesk, Linear, Slack, and internal debugging utilities.

🎁 Benefits

• Competitive Salary & Equity
• 401(k) Program with a 4% match (US Only)
• Health, Dental, Vision and Life Insurance
• Short Term and Long Term Disability
• Paid Parental, Medical, Caregiver Leave
• Flexible Time Off (FTO) + Holidays