Support Engineer II (NYC)
$140,000–$175,000 year
On-site · New York City, New York, United States
Job Summary
Support Engineer II delivering high-priority technical support to Premium customers on the Replit platform, handling complex issues, guiding customers through critical incidents, and ensuring fast, clear communication. Responsibilities include diagnosing, reproducing, and resolving complex issues; escalating to Product and Engineering; leading customer-facing communications during outages; identifying recurring problems and driving improvements; contributing to internal tooling, automation, and documentation; partnering with cross-functional teams to maintain a consistent, high-quality experience; and onboarding/mentoring other support engineers. Required skills include 3+ years in technical/support engineering, rapid-response support for enterprise customers, strong debugging with JavaScript/Python, excellent written/verbal communication under pressure, experience with Zendesk/Linear/Slack, and a proactive, autonomous mindset. Nice-to-haves include recent use of Replit, experience with IDEs/terminals, and familiarity with AI tools. The role is full-time with in-office requirements in NYC.
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 support tools like 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
Apply with one swipe on Sorce. We auto-fill applications and apply on your behalf — no cover letters, no 40-minute forms.
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.