Remote Technical Support Engineer — AI App Expert (Weekend)

Hercules; Australia; Remote; AUD 60.000 - 120.000; Vollzeit

Benefits dieser Stelle

Unlimited AI token budget

Take what you need vacation policy

Healthcare, vision, and dental

Daily lunches, dinners and snacks in a

We guarantee you will do the best work

Zusammenfassung

Hercules is seeking a Technical Support Engineer to provide weekend coverage (Thursday to Monday) for customers building and scaling their apps. You will help resolve issues in client apps, assist with architecture guidance, and contribute to automations and knowledge base updates.

The role requires a strong TypeScript/React background, solid web app fundamentals, and a proven ability to debug production issues.

Qualifikationen

• Strong TypeScript and React background.
• Modern web app fundamentals (HTTP, APIs, auth, databases).
• Proven ability to debug production issues (logs, traces, repros).
• Strong systems thinking: scalability, reliability, performance, security basics.
• Excellent written communication (clear, simple, audience specific).
• Prior experience in customer facing roles (sales, support).
• Track record closing 50+ tickets a day.

Aufgaben

• Help resolve issues with customer apps and guide non-technical users.
• Improve our product/platform by updating AI agent and platform after fixes.
• Maintain our knowledge base and public/internal docs.
• Build automations to scale support workflows.
• Handle/resolve platform incidents during weekend hours (Thu–Mon).

Kenntnisse

TypeScript

React

web app fundamentals

debug production issues

systems thinking

written communication

customer-facing experience

ticket closure 50+/day

Jobbeschreibung

Hercules is seeking a Technical Support Engineer to provide weekend coverage (Thursday to Monday) for customers building and scaling their apps. You will help resolve issues in client apps, assist with architecture guidance, and contribute to automations and knowledge base updates.

The role requires a strong TypeScript/React background, solid web app fundamentals, and a proven ability to debug production issues.