Summary

This mid-level Premium Support Engineer role provides technical support to Replit's enterprise and highest-value customers in London. You will troubleshoot complex platform issues, lead incident communications, manage operational SLAs, and improve support tooling and processes.

Responsibilities

• Resolve complex technical issues across Replit
• Guide enterprise customers through platform problems
• Manage support SLAs for high-value accounts
• Lead customer communications during incidents
• Escalate high-impact issues to engineering
• Analyse recurring issues and improve documentation
• Build tooling and automation for support efficiency