Premium Support Engineer (Tokyo)

• Provide

to Premium customers, responding within strict SLAs.

• Diagnose, reproduce, and resolve complex technical issues across the Replit platform.

• Escalate and track high-impact issues with Product and Engineering, ensuring timely fixes and transparent communication.

• Lead customer-facing communications during outages or incidents.

• Identify recurring issues and collaborate internally to reduce time-to-resolution.

• Contribute to internal tooling, automation, and documentation that improves team efficiency.

• Partner with Engineering, Product, Sales and other internal teams to ensure Premium customers receive a consistent, high-quality experience.

• Help onboard and mentor other support engineers, raising the team's overall bar for responsiveness and quality.

in technical support, developer support, or systems engineering.

• Professional fluency in English and Japanese, both written and verbal.

• Experience providing

to high-value or enterprise customers.

• Strong debugging skills with

• Excellent written and verbal communication under time pressure - able to convey technical concepts clearly and calmly.

• Familiarity with

, and internal debugging utilities.

• Proven ability to manage multiple high-priority issues simultaneously while maintaining accuracy and composure.

• A proactive, ownership-driven mindset and genuine empathy for customers building on Replit.

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

Note: This role will begin as remote, with plans to transition to a hybrid model once we establish a local office presence.

• Self-driving Company

• Replit Agent at Scale

• AI Adoption

• Build Open-Source Apps

• 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.