Premium Support Engineer – Weekend (London)

About the role

Replit is looking for a Premium Support Engineer to join its User Operations team in London on weekends. You will be the front‑line technical contact for the company’s highest‑value enterprise customers, delivering fast, expert assistance and guiding them through critical incidents.

Key responsibilities

• Serve as the trusted front‑line contact for large enterprise customers, advising on AI prompting best practices, resolving bugs, and turning feedback into product improvements while meeting strict SLAs.
• 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 transparent communication.
• Lead customer‑facing communications during outages or incidents.
• Analyse recurring issues and propose process and documentation improvements to reduce time‑to‑resolution.
• Build and update internal tooling, automation, and documentation to improve team efficiency.
• Partner with Engineering, Product, Sales and other internal teams to ensure a consistent, high‑quality experience for premium customers.
• Onboard and mentor other support engineers, raising the team’s overall responsiveness and quality.

Required profile

• 4+ years of experience in technical support, developer support, or systems engineering.
• Proven track record of managing and delivering against operational SLAs for enterprise accounts.
• Strong hands‑on debugging experience with JavaScript, Python, or similar languages, and ability to navigate unfamiliar codebases.
• Working knowledge of APIs, databases, and Git‑based CI/CD workflows.
• Excellent written and verbal communication skills for both technical and non‑technical stakeholders.
• Familiarity with support tools such as Zendesk, Linear, Slack, and internal debugging utilities.
• Ability to manage multiple high‑priority issues simultaneously while maintaining accuracy and composure.
• Proactive, ownership‑driven mindset and genuine empathy for customers.

Required skills

• JavaScript
• Python
• APIs
• Databases
• Git
• CI/CD workflows
• Zendesk
• Linear
• Slack

Nice to have

• Recent experience using Replit (last 3‑6 months).
• Familiarity with IDEs, terminals, or other developer tools.
• Experience with AI tools such as Claude or ChatGPT.
• Exposure to cloud infrastructure platforms like AWS or GCP.

What we offer

• Competitive salary and equity.
• 401(k) program with 4 % match (US only).
• Health, dental, vision and life insurance.
• Flexible time off and holidays.
• Commuter benefits, wellness stipend, and office amenities.