Support Engineer II (NYC)

Replit is the agentic software creation platform that enables anyone to build applications using natural language. With millions of users worldwide, Replit is democratizing software development by removing traditional barriers to application creation. As a Support Engineer you are at the forefront of helping those developers create. In a given day you’ll help folks with all sorts of things ranging from general Replit usage questions, identifying and debugging issues on the platform and helping to build and maintain the tools we use. Replit is at the forefront of AI-driven software development, and how we support customers is constantly evolving. We use tools like Zendesk, Linear, Slack, and Replit itself to get the job done. You’ll play a critical role in shaping how support adapts to new products, new customer expectations, and AI-assisted workflows, operating effectively in ambiguity. You’ll combine deep technical troubleshooting with calm, confident communication to keep builders moving. You will work on a global team of support specialists and engineers united by Replit's mission to make the next billion software creators. Together, you'll ensure developers worldwide have the support they need to bring their ideas to life. YOU WILL: - Work directly with Replit customers via support tickets to solve product issues, bugs, and provide technical guidance. - Collaborate with the rest of 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. REQUIRED SKILLS AND EXPERIENCE: - 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. BONUS POINTS: - 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 This is a full-time role that can be held from our NYC office. The role has an in-office requirement. 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 Only) 📱 Monthly Wellness Stipend 🧑‍💻 Autonomous Work Environment 🖥 In Office Set-Up Reimbursement (In-Office Only) 🚀 Quarterly Team Gatherings ☕ In Office Amenities (In-Office Only) Want to learn more about what we are up to? - Meet the Replit Agent - Replit: Make an app for that - Replit Blog - Amjad TED Talk Interviewing + Culture at Replit - Operating Principles - Reasons not to work at Replit 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.