Support Engineer II (NYC)

About the role

As a Support Engineer at Replit, you are at the forefront of helping developers create applications using natural language. You will work directly with Replit customers via support tickets to solve product issues, bugs, and provide technical guidance. You will collaborate with the Support team to tell the story of our users to the rest of Replit and contribute to internal tooling, automation, and the Support team's Knowledge Base.

Responsibilities

• Work directly with Replit customers via support tickets to solve product issues, bugs, and provide technical guidance.
• Collaborate with the Support team in telling the story of our users to the rest of Replit.
• Contribute to internal tooling, automation, and the Support team's Knowledge Base.
• Lead customer-facing communications for outages and incidents.
• Proactively identify and lead initiatives to streamline support operations and improve team efficiency.
• Manage complex escalated issues and bugs that are flagged via internal and external channels.
• Own the support↔engineering interface: file well-scoped bugs, drive chronic-issue resolution, and surface top pain points for Engineering.
• Validate that transfers and escalations carry full context; repro steps, logs, customer impact, business context.
• Act as a feedback loop for AI-assisted support quality; reviewing AI-suggested responses and flagging gaps.
• Mentor and onboard newer support engineers through ticket reviews, training, and pairing; raising the team's bar.

Requirements

• 3+ years in technical support, developer support, or systems engineering.
• Experience providing rapid-response support to high-value customers.
• Demonstrated experience building and debugging applications with JavaScript, Python, or similar languages.
• Excellent communication skills with initiative to ask questions when encountered with the unknown.
• Experience with both traditional and AI-native support tooling and ticketing systems (e.g. Zendesk, Slack, Linear).
• Proven ability to manage multiple high-priority issues simultaneously while maintaining accuracy and composure.
• A proactive, ownership-driven mindset and genuine empathy for customers.

Qualifications

• 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.).

Skills

• Deep technical troubleshooting skills.
• Calm, confident communication.
• Ability to explain complex technical concepts to both technical and non-technical audiences.
• Strong belief in automating repetitive tasks and building self-healing systems.

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
• Social Security Number (SSN) or Alien Registration Number (AOR) required
• Autonomous Work Environment
• In Office Set-Up Reimbursement (In-Office Only)
• Quarterly Team Gatherings
• Monthly Wellness Stipend
• Commute Benefits (In-Office Only)