Premium Support Engineer (Singapore, Weekend)

Overview

Premium Support Engineer at Replit, serving as the front line for highest-value customers with fast, expert technical support.

What you'll do

• Provide swift, high-priority support to Premium customers within strict SLAs.
• Diagnose, reproduce, and resolve complex technical issues across the Replit platform.
• Escalate and track high-impact issues with Product and Engineering with transparent updates.
• Lead customer-facing communications during outages or incidents.
• Identify recurring issues and collaborate internally to reduce time-to-resolution.
• Contribute to internal tooling, automation, and documentation to improve team efficiency.
• Help onboard and mentor other support engineers.

What you'll need

• 3+ years in technical support, developer support, or systems engineering.
• Experience providing rapid-response support to high-value or enterprise customers.
• Strong debugging skills with JavaScript, Python, or similar languages.
• Excellent written and verbal communication under time pressure.
• Familiarity with support tools like Zendesk, Linear, Slack, and internal debugging utilities.
• Ability to manage multiple high-priority issues simultaneously while maintaining accuracy.
• Proactive, ownership-driven mindset with empathy for customers.

Details

• Remote start; plans to transition to a hybrid model once a local office is established.
• Location: Remote - Singapore.