EMEA Technical Support Engineer — AI & Platform Stack

Hercules; United States; Hybrid; USD 60,000 - 125,000; Full time

Benefits offered by this job

Unlimited AI token budget

Vacation policy

Healthcare, vision, and dental

Daily lunches, dinners and snacks

Job summary

Hercules is seeking a Technical Support Engineer to help our top customers build and scale their apps. You will resolve issues in customer apps, advise on architecture, assist with integrations, and improve our platform and AI agent.

You will maintain knowledge bases, build automations, and handle platform incidents during your hours. The role emphasizes TypeScript/React, web fundamentals, debugging production issues, and strong written communication.

Qualifications

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

Responsibilities

• Help resolve issues with customer apps, including bug fixes and architectural advice.
• Improve product/platform by updating AI agent and underlying systems to prevent repeat issues.
• Maintain public and internal knowledge bases with known issues.
• Build automations to scale support workflows.
• Handle/resolve platform incidents and manage public status and customer communications.

Skills

TypeScript background and React

Web app fundamentals

Debug production issues

Systems/architecture thinking

Written communication

Customer-facing experience

Ticket management (50+ per day)

Tools

TypeScript

React

AI SDK

Postgres

Redis

Clickhouse

Tailwind

CDK

Terraform

Docker

Otel

Hono

Drizzle ORM

Temporal

Job description

Hercules is seeking a Technical Support Engineer to help our top customers build and scale their apps. You will resolve issues in customer apps, advise on architecture, assist with integrations, and improve our platform and AI agent.

You will maintain knowledge bases, build automations, and handle platform incidents during your hours. The role emphasizes TypeScript/React, web fundamentals, debugging production issues, and strong written communication.