Replit27 дней назад

Support Engineer II (NYC)

Полная занятостьУдалёнка

Обязанности

01Work directly with Replit customers via support tickets to solve product issues, bugs, and provide technical guidance
02Collaborate with the rest of the Support team in telling the story of our users to the rest of Replit
03Contribute to internal tooling, automation, and the Support team's Knowledge Base
04Lead customer-facing communications for outages and incidents
05Proactively identify and lead initiatives to streamline support operations and improve team efficiency
06Manage complex escalated issues and bugs that are flagged via internal and external channels
07Own the support↔engineering interface: file well-scoped bugs, drive chronic-issue resolution, and surface top pain points for Engineering
08Validate that transfers and escalations carry full context; repro steps, logs, customer impact, business context
09Act as a feedback loop for AI-assisted support quality; reviewing AI-suggested responses and flagging gaps
10Mentor and onboard newer support engineers through ticket reviews, training, and pairing; raising the team's bar

013+ years in technical support, developer support, or systems engineering
02Experience providing rapid-response support to high-value customers
03Demonstrated experience building and debugging applications with Javascript, Python, or similar languages
04Excellent communication skills with initiative to ask questions when encountered with the unknown
05Experience with both traditional and AI-native support tooling and ticketing systems (e.g. Zendesk, Slack, Linear)
06Proven ability to manage multiple high-priority issues simultaneously while maintaining accuracy and composure
07A proactive, ownership-driven mindset and genuine empathy for customers