Premium Support Engineer (London)

Highlights

• Serve as front-line contact for Replit's highest-value enterprise customers.
• Lead customer communications during outages and critical incidents.
• Shape Premium Support for AI-driven software creation platform.

What they offer

• Competitive salary and equity
• Health, dental, vision and life insurance
• Short term and long term disability
• Paid parental, medical and caregiver leave
• Flexible time off (FTO) + holidays
• Monthly wellness stipend
• Autonomous work environment
• Quarterly team gatherings

Ideal candidate

Empathetic, ownership-driven problem-solver with enterprise support experience who stays calm under pressure, communicates clearly with builders, and is passionate about AI-assisted development and helping customers succeed.

Requirements

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