Premium Support Engineer (Singapore, Weekend)

About Replit and Role Overview

Replit is an innovative platform that empowers developers globally to create software through natural language, breaking traditional barriers to application development. We serve millions of users, championing accessibility and cutting-edge AI-driven software creation.

As a Premium Support Engineer, you will be the primary technical support contact for our top-tier customers, ensuring prompt and expert assistance with complex product challenges. Your role includes managing critical incidents and delivering exceptional service with top-notch quality and speed.

Key Responsibilities

• Deliver rapid, prioritized assistance to Premium customers adhering to strict service level agreements (SLAs).
• Diagnose, replicate, and resolve complicated technical problems across the Replit ecosystem.
• Coordinate escalations with Product and Engineering teams to facilitate timely resolutions, maintaining clear communication with customers.
• Lead customer communications during system outages or incidents.
• Identify patterns in recurring issues and collaborate internally to enhance resolution efficiency.
• Develop and improve internal tools, automation processes, and documentation to boost team productivity.
• Work closely with multiple departments including Engineering, Product, and Sales to ensure a seamless support experience for Premium users.
• Support onboarding and mentor fellow support engineers to elevate team standards for responsiveness and quality.

Experience and Skills Required

• At least three years of experience in technical support, developer support, or systems engineering roles.
• Demonstrated experience providing rapid-response support to enterprise or high-value clients.
• Strong debugging capabilities using JavaScript, Python, or comparable programming languages.
• Excellent ability to communicate technical information clearly and calmly under pressure, both orally and in writing.
• Familiarity with customer support platforms such as Zendesk, Linear, Slack, and internal debugging tools.
• Proven multitasking skills managing multiple urgent issues simultaneously without compromising accuracy or composure.
• Proactive ownership attitude with empathy for customers utilizing the Replit platform.

Preferred Qualifications

• Recent hands-on experience with Replit within the last three to six months.
• Familiarity with Integrated Development Environments (IDEs), terminals, or common developer utilities.
• Knowledge or experience using AI tools like Claude or ChatGPT.

Core Values and Work Approach

• Strong problem-solving skills with a methodical approach to operational challenges.
• Ability to work independently while collaborating effectively in team settings.
• Exceptional communication skills to address both technical and non-technical stakeholders.
• Commitment to continuous learning and staying abreast of industry trends and technologies.
• Preference for automation to streamline repetitive tasks and create resilient systems.

Additional Information

This position will start as fully remote, transitioning to a hybrid work model once a local office is established in Singapore.

Employee Benefits

• Competitive salary and equity compensation.
• 401(k) program with a 4% match (applicable only to US employees).
• Health, dental, vision, and life insurance coverage.
• Short-term and long-term disability benefits.
• Paid parental, medical, and caregiver leave options.
• Flexible time off combined with holidays.
• Commuter benefits for in-office staff in the US.
• Monthly wellness stipend.
• Autonomous work environment.
• Reimbursements for office set-up (in-office personnel only).
• Quarterly team gatherings and in-office amenities where applicable.

Diversity and Inclusion

To fulfill our mission of making programming widely accessible, we highly encourage applicants of diverse backgrounds, including those from traditionally underrepresented communities and non-conventional career paths. Your unique experiences are valued and welcomed.