Summary

This mid-level Premium Support Engineer role provides high-priority technical support to enterprise and other high-value Replit customers. The role begins remotely in London and is expected to transition to a hybrid model when a local office is established, with responsibility for incident response, troubleshooting, customer communication, and support process improvement.

Responsibilities

• Provide rapid support within strict customer SLAs
• Diagnose and resolve complex platform issues
• Escalate high-impact issues to product teams
• Lead customer communications during service incidents
• Identify recurring issues and reduce resolution times
• Improve internal support tooling and documentation
• Mentor support engineers on quality standards