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Premium Support Engineer at Replit | Remote - Singapore

Replit Inc.Remote - Singapore
Remote Full-time

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Experience

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Key Responsibilities:Deliver swift, high-priority support to Premium customers, adhering to strict service level agreements (SLAs). Diagnose, replicate, and resolve complex technical challenges across the Replit platform. Escalate and monitor high-impact issues alongside Product and Engineering teams, ensuring prompt resolutions and clear communication. Lead communications with customers during outages or incidents. Identify recurring issues and collaborate with internal teams to enhance time-to-resolution. Contribute to the development of internal tools, automation, and documentation to boost team efficiency. Collaborate with Engineering, Product, Sales, and other internal teams to ensure a consistent and high-quality experience for Premium customers. Mentor and onboard new support engineers, elevating the team's overall responsiveness and service quality.

About the job

Replit is an innovative software creation platform empowering individuals to develop applications through natural language. With millions of users globally, Replit is breaking down the traditional barriers of software development, making it accessible for everyone.


As a Premium Support Engineer at Replit, you will be the primary point of contact for our most valued customers, providing exceptional and timely technical support during critical situations. You will tackle intricate product issues, guide users through urgent incidents, and ensure that every interaction exemplifies our commitment to quality and efficiency.

At the forefront of AI-driven software development, Replit is continuously evolving its customer support strategies. Your role is pivotal in adapting Premium Support to accommodate new products, shifting customer expectations, and incorporating AI-assisted workflows, all while navigating through uncertainties and providing clarity to your team.

Your expertise in technical troubleshooting combined with effective communication will empower builders, whether they are an enterprise team scaling their operations or a top-tier developer leveraging Replit to enhance their business.

About Replit Inc.

Replit is a revolutionary platform redefining software development by allowing users to create applications seamlessly using natural language. Our mission is to democratize software creation, making it accessible to everyone, irrespective of their technical background.

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