Software Support Engineer (Full Stack) (PCS939)

Hire Overseas; Philippines; A distancia; PHP 5.678.000 - 8.202.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Paid Time Off

Holidays

100% remote setup

Bi-monthly USD pay

Sydney hours alignment

Descripción de la vacante

Hire Overseas is seeking a Software Support Engineer (Full Stack) to help non-technical customers build and scale apps on our AI platform. You will debug production issues, advise on architecture, and implement platform improvements while creating scalable automations.

The role emphasizes clear communication with non-technical users, rapid ticket resolution, and ongoing knowledge-base updates. This is a fully remote position with bi-monthly USD pay and PTO in Sydney business hours.

Formación

• Strong TypeScript and React background.

Responsabilidades

• Fully resolve issues with customer apps, from fixing bugs to advising on architecture and integrations.
• Explain problems and fixes in clear, simple language to non-technical customers.
• Debug production issues using logs, traces, repros, and minimal test cases.
• Close tickets at high volume without sacrificing quality.
• Turn every customer fix into a platform improvement by updating the underlying platform or AI agent.
• Spot patterns across tickets and flag product gaps causing customer pain.
• Maintain up-to-date public and internal documentation and write clear guides.
• Automate the support workflow to scale to hundreds of customers a day.
• Be first point of contact for platform incidents during working hours.
• Coordinate with engineering on diagnosis and resolution and provide updates until closed.

Conocimientos

TypeScript

React

Web fundamentals

Debug production issues

Systems thinking

Written communication

Customer-facing

Ticket resolution

Shipping fast

Attention to detail

Willingness to work across levels

Herramientas

Postgres

Redis

ClickHouse

Hono

Drizzle ORM

Temporal

Tailwind

Cloudflare

AWS

CDK

Terraform

Descripción del empleo

We're looking for a Software Support Engineer (Full Stack) to help the top customers of a fast-growing AI app builder successfully build and scale their apps. The platform lets business owners describe the software they need in plain language and get a working product. Those customers are not technical, so when the platform's AI agent fails them, they are stuck. You are the person who gets them unstuck, whether that means fixing a bug, advising on architecture, or sorting out an integration.

This is a support role for engineers. You will debug real production issues in customer apps, then take what you learn and fix the underlying platform or AI agent so the same issue never happens again. You will also build automations so your support workflow can scale to hundreds of customers a day. If you are a strong TypeScript and React engineer who likes talking to customers, moves fast, and cares about getting the details right, this role is a strong fit.

Why You'll Want to Join

• You will be paid in USD (bi-monthly: every 15th and 30th)
• Paid Time Off in accordance with company policy
• Observance of Holidays per company guidelines
• 100% remote setup so you can work wherever you're most productive
• This role requires working standard Sydney business hours
• Work on a modern stack with AI at the core of the product, across multiple cloud providers and AI models
• Stay in the role as long as you like, with an open path to transition into software engineering, pre-sales engineering, or post-sales engineering after 6 to 12 months

What You'll Work On

Customer App Resolution

• Fully resolve issues with customer apps, from fixing bugs to advising on architecture to helping with integrations
• Work with non-technical customers and explain problems and fixes in clear, simple language
• Debug production issues using logs, traces, repros, and minimal test cases
• Close tickets at high volume without sacrificing quality or leaving customers half-helped

Product and Platform Improvement

• Turn every customer fix into a platform improvement by updating the underlying platform or AI agent so the issue does not recur
• Spot patterns across tickets and flag the product gaps that cause the most customer pain
• Work with the engineering team to ship fixes quickly and verify they work

Knowledge Base and Documentation

• Keep public and internal documentation up to date, including known issues
• Write guides and answers that are clear, concise, and tailored to the audience
• Turn repeated questions into self-serve resources

Support Automation

• Automate your support workflow so you can help hundreds of customers a day
• Build tooling, scripts, and AI-assisted workflows that cut repetitive work and speed up resolution
• Continuously improve how support runs rather than just working the queue

Incident Response

• Be the first point of contact for platform incidents during your working hours
• Manage the public status page and customer communication during incidents
• Coordinate with engineering on diagnosis and resolution, and follow up with clear updates until it is closed

What You Bring

• Strong TypeScript and React background
• Solid modern web app fundamentals including HTTP, APIs, authentication, and databases
• Proven ability to debug production issues using logs, traces, repros, and minimal test cases
• Strong systems and architecture thinking, including scalability, reliability, performance, and security basics
• Excellent written communication that is clear, simple, concise, and specific to the audience
• Prior experience in a customer-facing role such as support, sales, or pre-sales
• A track record of closing 50 or more tickets a day
• A bias to ship fast, iterate, and correct mistakes quickly
• Good taste and attention to detail, with pride in work that is simple and self-serve
• Hunger and a willingness to work hard and operate at any level to get things done
• Available to work standard Sydney business hours

Nice to Have

• Experience with Postgres, Redis, ClickHouse, Hono, Drizzle ORM, Temporal, or Tailwind
• Experience with Cloudflare or AWS and infrastructure as code tools such as CDK or Terraform
• Experience building with AI SDKs and LLM-based applications
• Experience building automations or internal tooling to scale a support function
• Experience managing platform incidents and public status communication
• Experience supporting non-technical or small business customers

If you are an engineer who likes solving real problems for real customers, moves fast, and wants to help build a platform that makes software accessible to non-technical operators, this role gives you the ownership and the direct impact to do your best work.

Application Process Overview

Our comprehensive selection process ensures we find the right fit for both you and our clients:

1. Initial Application- Submit your application and complete our prequalifying questions
2. Video Introduction- Record an video introduction to showcase your communication skills and work experience
3. Role-Specific Assessment- Complete a homework assignment tailored to the position (if applicable)
4. Recruitment Interview- Initial screening with our talent team
5. Executive Interview- Meet with senior leadership to discuss role alignment
6. Client Interview- Final interview with the client team you'd be supporting
7. Background & Reference Check - Professional reference verification
8. Job Offer- Successful candidates receive a formal offer to join the team

Each stage is designed to evaluate your fit for the role while giving you insights into our company culture and expectations. We'll keep you informed throughout the process and provide feedback at each step.