Support Engineer I (NYC)

📋 Description

• 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.

🎯 Requirements

• 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.

🎁 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