Replit11 days ago
Premium Support Engineer (Tokyo)
Salary not specified
MARKET
12,375 ₽median for this role
IT Support / Helpdesk · 65 jobs with disclosed pay
5,714half of the offers: 8,583–16,667145,833
The employer didn't disclose pay — compare with the market yourself.
Полная занятостьУдалёнка
Responsibilities
- 01Provide swift, high-priority support to Premium customers, responding within strict SLAs
- 02Diagnose, reproduce, and resolve complex technical issues across the Replit platform
- 03Escalate and track high-impact issues with Product and Engineering, ensuring timely fixes and transparent communication
- 04Lead customer-facing communications during outages or incidents
- 05Identify recurring issues and collaborate internally to reduce time-to-resolution
- 06Contribute to internal tooling, automation, and documentation that improves team efficiency
- 07Partner with Engineering, Product, Sales and other internal teams to ensure Premium customers receive a consistent, high-quality experience
- 08Help onboard and mentor other support engineers, raising the team's overall bar for responsiveness and quality
Requirements
- 014+ years in technical support, developer support, or systems engineering
- 02Professional fluency in English and Japanese, both written and verbal
- 03Experience providing rapid-response support to high-value or enterprise customers
- 04Strong debugging skills with JavaScript, Python, or similar languages
- 05Excellent written and verbal communication under time pressure — able to convey technical concepts clearly and calmly
- 06Familiarity with support tools like Zendesk, Linear, Slack, and internal debugging utilities
- 07Proven ability to manage multiple high-priority issues simultaneously while maintaining accuracy and composure
- 08A proactive, ownership-driven mindset and genuine empathy for customers building on Replit
What we offer
- 01Competitive Salary & Equity
- 02401(k) Program with a 4% match (US Only)
- 03Health, Dental, Vision and Life Insurance
- 04Short Term and Long Term Disability
- 05Paid Parental, Medical, Caregiver Leave
- 06Flexible Time Off (FTO) + Holidays
- 07Commuter Benefits (In-Office & US Only)
- 08Monthly Wellness Stipend
- 09Autonomous Work Environment
- 10In Office Set-Up Reimbursement (In-Office Only)
- 11Quarterly Team Gatherings
- 12In Office Amenities (In-Office Only)
- 13Role will begin as remote, with plans to transition to a hybrid model once we establish a local office presence