Support Engineer I (NYC, Weekend Shift)

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.

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)

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.)

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

This is a full-time role that can be held from our NYC (SoHo) office. The schedule follows a Saturday through Wednesday work week, with an in-office requirement on Mondays and Wednesdays.

Full-Time Employee Benefits Include:

💰 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 )

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To achieve our mission of making programming more accessible around the world, we need our team to be representative of the world. We welcome your unique perspective and experiences in shaping this product. We encourage people from all kinds of backgrounds to apply, including and especially candidates from underrepresented and non-traditional backgrounds.