Premium Support Engineer (Tokyo)

Replit

Japan

RemoteCareer-pivot friendly

Who this role is best for

Best suited to mid-level engineers with strong multilingual communication skills working in developer support and enterprise software environments.

Best fit for

Mid-level engineers with enterprise support experience and fluency in both English and Japanese
— “Professional fluency in English and Japanese, both written and verbal.”
Candidates who have used Replit recently and are comfortable with AI tools
— “Has used Replit in the last 3 to 6 months.”
Individuals who thrive in cross-functional collaboration and enjoy mentoring others
— “Help onboard and mentor other support engineers, raising the team’s overall bar for responsiveness and quality.”

Things to consider

Remote work is expected initially, with a future transition to a hybrid model
— “This role will begin as remote, with plans to transition to a hybrid model once we establish a local office presence.”
The role demands handling high-priority issues with composure and accuracy
— “Proven ability to manage multiple high-priority issues simultaneously while maintaining accuracy and composure.”

How to stand out

Highlight experience with JavaScript, Python, and debugging complex technical issues
— “Strong debugging skills with JavaScript, Python, or similar languages.”
Emphasize your ability to communicate technical concepts under time pressure
— “Excellent written and verbal communication under time pressure — able to convey technical concepts clearly and calmly.”
Showcase your proactive approach and ownership mindset in your resume and interview answers
— “A proactive, ownership-driven mindset and genuine empathy for customers building on Replit.”
Demonstrate familiarity with support tools like Zendesk, Linear, and Slack
— “Familiarity with support tools like Zendesk, Linear, Slack, and internal debugging utilities.”
Show your track record of identifying recurring issues and improving team efficiency
— “Identify recurring issues and collaborate internally to reduce time-to-resolution.”

Pace · Fast PacedCollaboration · HighAutonomy · MediumDecision Impact · TeamLevel · Senior

Derived from job-description analysis by Serendipath's career intelligence engine.

What success looks like

provide high-priority support to Premium customers
diagnose and resolve complex technical issues
lead customer communications during outages

Typical background

4+ years in technical supportprofessional fluency in English and Japaneseexperience with support tools

Skills & requirements

Required

Technical SupportTroubleshootingCommunicationCustomer ServiceSLA Adherence

Preferred

Replit Platform FamiliarityAI Tools ExperienceIdes And Developer Tools Knowledge

Stack & domain

Technical SupportDebuggingJavaScriptPythonCommunicationProblem SolvingSoftware DevelopmentEnterprise Support

About the role

Original posting from Replit via Ashby

Replit is the agentic software creation platform that enables anyone to build applications using natural language. With millions of users worldwide, Replit is democratizing software development by removing traditional barriers to application creation.
As a Premium Support Engineer at Replit, you’ll be the front line for our highest-value customers — delivering fast, expert, and reliable technical support when it matters most. You’ll handle complex product issues, guide customers through critical incidents, and ensure every interaction meets the highest standard of quality and speed.
You’ll combine deep technical troubleshooting with calm, confident communication to keep builders moving — whether it’s an enterprise team deploying at scale or a top-tier developer relying on Replit to power their business.
WHAT YOU’LL DO
Provide swift, high-priority support to Premium customers, responding within strict SLAs.
Diagnose, reproduce, and resolve complex technical issues across the Replit platform.
Escalate and track high-impact issues with Product and Engineering, ensuring timely fixes and transparent communication.
Lead customer-facing communications during outages or incidents.
Identify recurring issues and collaborate internally to reduce time-to-resolution.
Contribute to internal tooling, automation, and documentation that improves team efficiency.
Partner with Engineering, Product, Sales and other internal teams to ensure Premium customers receive a consistent, high-quality experience.
Help onboard and mentor other support engineers, raising the team’s overall bar for responsiveness and quality.
REQUIRED SKILLS & EXPERIENCE
4+ years in technical support, developer support, or systems engineering.
Professional fluency in English and Japanese, both written and verbal.
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 — able to convey technical concepts clearly and calmly.
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.
BONUS POINTS:
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
Note: This role will begin as remote, with plans to transition to a hybrid model once we establish a local office presence.
Full-Time Employee Benefits Include:
💰 Competitive Salary & Equity
💹 401(k) Program with a 4% match (US Only)
⚕️ Health, Dental, Vision and Life Insurance
🩼 Short Term and Long Term Disability
🚼 Paid Parental, Medical, Caregiver Leave
🏝 Flexible Time Off (FTO) + Holidays
🚗 Commuter Benefits (In-Office & US Only)
📱 Monthly Wellness Stipend
🧑‍💻 Autonomous Work Environment
🖥 In Office Set-Up Reimbursement (In-Office Only)
🚀 Quarterly Team Gatherings
☕ In Office Amenities (In-Office Only)
Want to learn more about what we are up to?
Meet the Replit Agent https://www.youtube.com/watch?v=IYiVPrxY8-Y
Replit: Make an app for that https://www.youtube.com/watch?v=4zd9hzngFwY
Replit Blog https://blog.replit.com/
Amjad TED Talk https://youtu.be/kCudFI4tcpg?si=l4ViCejV_f2RZkDi
Interviewing + Culture at Replit
Operating Principles https://blog.replit.com/operating-principles
Reasons not to work at Replit https://blog.replit.com/reasons-not-to-join-replit
To achieve our mission of making programming more accessible around the world, we need our team to be representative of the world. We welcome your unique perspective and experiences in shaping this product. We encourage people from all kinds of backgrounds to apply, including and especially candidates from underrepresented and non-traditional backgrounds.

Source: Replit careers (Ashby)