Support Engineer I (NYC, Weekend Shift)

Replit is the agentic software creation platform that enables anyone to build applications using natural language. As a Support Engineer you are at the forefront of helping those developers create. In a given day you'll help folks with all sorts of things ranging from general Replit usage questions, identifying and debugging issues on the platform and helping to build and maintain the tools we use. You will work on a small, global team of support specialists and engineers united by Replit's mission to make the next billion software creators.

Responsibilities

Work directly with Replit customers via support tickets to solve technical product issues, bugs, and provide technical guidance while meeting daily ticket volume and resolution time targets; Collaborate with the rest of the Support team in telling the story of our users to the rest of Replit; Directly contribute to and maintain the Support team's Knowledge Base; Support customer-facing communications for outages and incidents and swiftly report ongoing bugs for Eng to triage and fix

Requirements

Prior experience in software development or relevant technical support experience; Proven ability to work efficiently in fast-paced, high-volume support environments with strict productivity metrics; Strong time management and ticket triage skills with comfort in performance tracking and regular reporting; Excellent communication skills with initiative to ask questions when encountered with the unknown; Experience with support tools and ticketing systems (e.g. Zendesk)

Nice to have

Has used Replit in the last 3 to 6 months; Experience working with IDEs, terminals, or other common developer tools; Experience with AI tools (Claude, ChatGPT, etc.)

Benefits

Competitive Salary & Equity; 401(k) Program with a 4% match (US Only); Health, Dental, Vision and Life Insurance; Short Term and Long Term Disability; Paid Parental, Medical, Caregiver Leave; Flexible Time Off (FTO) + Holidays; Commuter Benefits (In-Office & US Only); Monthly Wellness Stipend; Autonomous Work Environment; In Office Set-Up Reimbursement (In-Office Only); Quarterly Team Gatherings; In Office Amenities (In-Office Only)