Premium Support Engineer (London)

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Provide swift, high-priority support to Premium customers, responding within 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.
Identify recurring issues and collaborate internally to reduce time-to-resolution.
Contribute to internal tooling, automation, and documentation that improves team efficiency.
Partner with Engineering, Product, Sales and other internal teams to ensure Premium customers receive a consistent, high-quality experience.
Help onboard and mentor other support engineers, raising the team’s overall bar for responsiveness and quality.

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 — able to convey technical concepts clearly and calmly.
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.
A proactive, ownership-driven mindset and genuine empathy for customers building on Replit.

Problem-solving mindset: Ability to approach complex operational challenges systematically and devise effective solutions
Self-directed and autonomous: Capable of working independently while collaborating effectively with cross-functional teams
Strong communication skills: Ability to explain complex technical concepts to both technical and non-technical audiences
Continuous learning: Passion for staying current with industry best practices and new technologies
Focus on automation: Strong belief in automating repetitive tasks and building self-healing systems