Support Engineer I (FC, Weekend Shift)

In this role you will:

• 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.

Required Skills and Experience:

• 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)

Nice to have:

• 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