Support Engineer I (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 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 technical product issues, identify bugs, and provide technical guidance while meeting ticket volume, quality, and resolution time targets. - 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 - Support customer-facing communications for outages and incidents. Swiftly report ongoing bugs for Engineering to triage and fix. REQUIRED SKILLS AND EXPERIENCE: - 1-2+ years of prior experience in software development or relevant technical support experience. - Experience with support tools and ticketing systems (e.g. Zendesk, Linear, Slack). - Basic to intermediate debugging skills with JavaScript, Python, or similar languages. - Proven ability to work efficiently in fast-paced, high-volume support environments with strict productivity metrics. - Excellent written and verbal communication under time pressure — able to convey technical concepts clearly and calmly. Proactively ask questions when encountered with the unknown. - An 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 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 https://www.youtube.com/watch?v=IYiVPrxY8-Y - Replit: Make an app for that https://www.yout...