Support Engineer I

About the Role

Replit is seeking a Support Engineer I to join their global team. This role is at the forefront of assisting developers on the Replit platform, handling everything from usage questions and debugging to maintaining internal tools. The Support Engineer will work on a small, global team dedicated to Replit's mission of democratizing software development.

Key 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 & Tech Stack

• Zendesk
• Linear
• Slack
• Replit (for internal tools)

Qualifications

• 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.).

What we value

• 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.

Role Details

• This is a full-time role based in the NYC (SoHo) office.
• The schedule is Saturday through Wednesday.
• In-office requirement on Mondays and Wednesdays.

Compensation

• Compensation Range: $110K - $140K