Support Engineer I (NYC)
$115,000–$150,000 year
On-site · New York City, New York, United States
Job Summary
Provide swift, high-priority support to Premium customers, diagnose, reproduce, and resolve complex technical issues across the Replit platform; escalate and track high-impact issues with Product and Engineering; lead customer-facing communications during outages or incidents; identify recurring issues and collaborate to reduce time-to-resolution; contribute to internal tooling, automation, and documentation; mentor other support engineers and partner with Engineering, Product, Sales to ensure a consistent, high-quality experience. Requires 3+ years in technical support with strong debugging in JavaScript/Python, familiarity with Zendesk/Linear/Slack, and experience supporting enterprise customers. This is a full-time role based in NYC with an in-office requirement.
Required Qualifications
- 3+ years in technical support, developer support, or systems engineering
- Experience providing rapid-response support to high-value or enterprise customers
- Strong debugging skills with JavaScript, Python, or similar languages
- Excellent written and verbal communication under time pressure
- Familiarity with Zendesk, Linear, Slack, 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
Desired Qualifications
- 3+ years in technical support, developer support, or systems engineering
- Experience providing rapid-response support to high-value or enterprise customers
- Strong debugging skills with JavaScript, Python, or similar languages
- Excellent written and verbal communication under time pressure
- Familiarity with Zendesk, Linear, Slack, and internal debugging utilities
- Proactive, ownership-driven mindset and genuine empathy for customers building on Replit
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