Role Summary
As a Premium Support Engineer, you will be the key technical point of contact for our most engaged users, ensuring rapid resolution of critical issues on a modern, AI-integrated coding platform. Your expertise will directly impact customer success during high-pressure situations, combining deep technical knowledge with clear communication.
Key Responsibilities
- Deliver timely, high-priority support in alignment with defined service level agreements.
- Investigate, replicate, and resolve advanced technical problems across a cloud-based development environment.
- Coordinate with engineering and product teams to escalate urgent issues, track progress, and maintain transparent updates.
- Lead communications during service disruptions, providing accurate and calm guidance to affected users.
- Spot patterns in recurring incidents and work cross-functionally to improve resolution speed and reliability.
- Enhance internal workflows by contributing to automation, tooling, and knowledge documentation.
- Collaborate with Sales, Product, and Engineering to ensure a seamless experience for premium-tier customers.
- Mentor fellow support engineers to strengthen team-wide responsiveness and technical depth.
What We’re Looking For
- Minimum of three years in technical or developer-facing support roles, preferably serving enterprise clients.
- Proven ability to debug applications written in JavaScript, Python, or comparable languages.
- Strong written communication skills, especially under time-sensitive conditions.
- Experience with support and collaboration platforms such as Zendesk, Linear, and Slack.
- Ability to manage multiple urgent cases without sacrificing clarity or accuracy.
- A self-driven approach with genuine empathy for developers building real-world projects.
Preferred Background
- Recent hands-on experience using Replit as a user.
- Familiarity with integrated development environments, command-line tools, and developer workflows.
- Exposure to AI-powered coding assistants such as Claude or ChatGPT.
Work Environment
This role is based in Singapore and starts in a remote capacity, transitioning to a hybrid model once local office facilities are available. You’ll operate in an autonomous, trust-based culture that values ownership, continuous learning, and systematic problem solving.
Benefits
- Competitive salary with equity participation
- 401(k) plan featuring a 4% company match
- Comprehensive health, dental, vision, and life insurance
- Short- and long-term disability coverage
- Paid leave for medical, parental, and caregiving needs
- Commuter benefits and monthly wellness stipend
- Support for home office setup
- Flexible Time Off (FTO) plus public holidays
- Quarterly team gatherings
- Onsite amenities when in office
