Premium Support Engineer (Tokyo)

📋 Description

• Premium customers: swift, high-priority support within SLAs
• Diagnose, reproduce, and resolve complex issues on Replit
• Escalate/high-impact issues with Product & Engineering
• Lead communications during outages or incidents
• Identify recurring issues and reduce time-to-resolution
• Contribute to tooling, automation, and docs to boost efficiency

🎯 Requirements

• 4+ years in technical or developer support
• English & Japanese fluency (written & verbal)
• Rapid-response support for enterprise customers
• Strong debugging in JavaScript, Python, or similar
• Clear, calm communication under time pressure
• Experience with Zendesk, Linear, Slack, internal debugging tools

🎁 Benefits

• Competitive salary & equity
• 401(k) with 4% match (US Only)
• Health, Dental, Vision, Life Insurance
• Short/Long-term disability
• Paid parental, medical, caregiver leave
• Flexible Time Off & holidays