APAC Technical Support Engineer – Scale AI Apps

Hercules; United States; Remote; USD 60,000 - 120,000; Full time

Benefits offered by this job

Unlimited AI token budget

Take what you need vacation policy

Healthcare, vision, and dental

Daily lunches, dinners and snacks in/0

Job summary

Hercules is seeking a Technical Support Engineer to help our top customers successfully build and scale their apps. You will resolve issues, improve the product, maintain knowledge bases, build automations, and manage platform incidents during your shift.

This role requires a strong TypeScript/React background, solid web app fundamentals, and proven debugging of production issues. You will communicate clearly with customers and work with engineering to prevent recurrence.

Qualifications

• Experience with TypeScript/React in a customer-facing role.
• Strong understanding of modern web app fundamentals (HTTP, APIs, auth, databases).
• Proven ability to debug production issues using logs, traces, and repros.
• Excellent written communication tailored to the audience.
• Demonstrated systems/architecture thinking focused on scalability, reliability, and security.

Responsibilities

• Help resolve issues with customer apps and guide non-technical users to resolution.
• Improve the product/platform by updating AI agent and underlying systems after fixes.
• Maintain and update knowledge bases and internal/external docs.
• Build automations to streamline support processes for high-volume handling.
• Assist with platform incidents as first point of contact and manage status updates.

Skills

TypeScript & React

Web app fundamentals

Debug production issues

Systems architecture thinking

Written communication

Customer-facing experience

High ticket volume

Tools

TypeScript

React

AI SDK

Postgres

Redis

ClickHouse

Docker

Terraform

AWS

Job description

Hercules is seeking a Technical Support Engineer to help our top customers successfully build and scale their apps. You will resolve issues, improve the product, maintain knowledge bases, build automations, and manage platform incidents during your shift.

This role requires a strong TypeScript/React background, solid web app fundamentals, and proven debugging of production issues. You will communicate clearly with customers and work with engineering to prevent recurrence.