{"id":577113,"url":"https://alion.io/job/replit-premium-support-engineer-nyc-weekend-shift","title":"Premium Support Engineer (NYC, Weekend Shift)","company":{"id":2425,"name":"Replit","domain":"replit.com","url":"https://alion.io/company/replit","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"A","score":86,"open_postings":24,"ghost_share":0.042,"stale_share":0.25,"repost_share":0.042,"time_to_fill_p50_days":78,"computed_at":"2026-10-29T05:49:05Z"}},"role":"Support","role_family":"Support","seniority":"middle","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["New York, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":185000,"max":210000,"currency":"USD","period":"year","gross":null,"usd_annual":210000},"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AI Agents","optional":false},{"name":"JavaScript","optional":false},{"name":"Python","optional":false},{"name":"Replit","optional":false},{"name":"Slack","optional":false},{"name":"ChatGPT","optional":true},{"name":"Claude","optional":true},{"name":"Self-Healing","optional":true}],"status":"live","first_seen_at":"2026-09-09T16:15:13Z","employer_posted_date":"2026-09-09","last_verified_at":"2026-10-29T04:21:05Z","board_verified":true,"closed_at":null,"days_open":49,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":49},"description":"Replit is the agentic software creation platform that enables anyone to build applications using natural language. With millions of users worldwide, Replit is democratizing software development by removing traditional barriers to application creation.\nAs a Premium Support Engineer at Replit, you’ll be the front line for our highest-value customers - delivering fast, expert, and reliable technical support when it matters most. You’ll handle complex product issues, guide customers through critical incidents, and ensure every interaction meets the highest standard of quality and speed.\nReplit is at the forefront of AI-driven software development, and how we support customers is constantly evolving. You’ll play a critical role in shaping how Premium Support adapts to new products, new customer expectations, and AI-assisted workflows, operating effectively in ambiguity and driving clarity for your team.\nYou’ll combine deep technical troubleshooting with calm, confident communication to keep builders moving - whether it’s an enterprise team deploying at scale or a top-tier developer relying on Replit to power their business.\nIn this role you will:\nProvide swift, high-priority support to Premium customers, responding within strict SLAs.\n\nDiagnose, reproduce, and resolve complex technical issues across the Replit platform.\n\nEscalate and track high-impact issues with Product and Engineering, ensuring timely fixes and transparent communication.\n\nLead customer-facing communications during outages or incidents.\n\nIdentify recurring issues and collaborate internally to reduce time-to-resolution.\n\nContribute to internal tooling, automation, and documentation that improves team efficiency.\n\nPartner with Engineering, Product, Sales and other internal teams to ensure Premium customers receive a consistent, high-quality experience.\n\nHelp onboard and mentor other support engineers, raising the team’s overall bar for responsiveness and quality.\n\nRequired skills and experience:\n3+ years in technical support, developer support, or systems engineering.\n\nExperience providing rapid-response support to high-value or enterprise customers.\n\nStrong debugging skills with JavaScript, Python, or similar languages.\n\nExcellent written and verbal communication under time pressure - able to convey technical concepts clearly and calmly.\n\nFamiliarity with support tools like Zendesk, Linear, Slack, and internal debugging utilities.\n\nProven ability to manage multiple high-priority issues simultaneously while maintaining accuracy and composure.\n\nA proactive, ownership-driven mindset and genuine empathy for customers building on Replit.\n\nNice to have:\nHas used Replit in the last 3 to 6 months.\n\nExperience working with IDEs, terminals, or other common developer tools.\n\nExperience with AI tools (Claude, ChatGPT, etc.)\n\nWhat we value:\nProblem-solving mindset: Ability to approach complex operational challenges systematically and devise effective solutions\n\nSelf-directed and autonomous: Capable of working independently while collaborating effectively with cross-functional teams\n\nStrong communication skills: Ability to explain complex technical concepts to both technical and non-technical audiences\n\nContinuous learning: Passion for staying current with industry best practices and new technologies\n\nFocus on automation: Strong belief in automating repetitive tasks and building self-healing systems\n\nThis is a full-time role that can be held from our NYC office. The schedule follows a Saturday through Wednesday work week, with an in-office requirement on Mondays and Wednesdays.\nFull-Time Employee Benefits Include:\nCompetitive Salary & Equity\n401(k) Program with a 4% match (US Only)\nHealth, Dental, Vision and Life Insurance\nShort Term and Long Term Disability\nPaid Parental, Medical, Caregiver Leave\nFlexible Time Off (FTO) + Holidays\nCommuter Benefits (In-Office & US Only)\nMonthly Wellness Stipend\nAutonomous Work Environment\nIn Office Set-Up Reimbursement (In-Office Only)\nQuarterly Team Gatherings\nIn Office Amenities (In-Office Only)\nWant to learn more about what we are up to?\nSelf-driving Company\n\nReplit Agent at Scale\n\nAI Adoption\n\nBuild Open-Source Apps\n\nInterviewing + Culture at Replit\nOperating Principles\n\nReasons not to work at Replit\n\nTo achieve our mission of making programming more accessible around the world, we need our team to be representative of the world. We welcome your unique perspective and experiences in shaping this product. 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