Technical Customer Support Engineer, APAC

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

What are we looking for?

We’re hiring a Technical Support Engineer to help our top customers successful build and scale their apps.

What will you do?

• Help resolve issues with customer apps: Our customers are non-technical. When Hercules' AI agent fails them, they are stuck. Your job is to help fully resolve issues for customers in the app whether it is fixing bugs, advising on architecture, helping with integrations and more

• Improve our product/platform: Every time we fix a customer app, you will update our underlying platform or AI agent to make sure the issue never happens again

• Maintain our knowledge base: Keep our public and internal documents up to date, including any known issues

• Build automations: Automate your support workflow so you can theoretically help hundreds of customers a day

• Help handle/resolve platform incidents: Be the first point of call for platform incidents during your working hours. Manage public status and customer communication.

What skills will you have?

• Strong TypeScript and react background

• Modern web app fundamentals (HTTP, APIs, auth, databases)

• Proven ability to debug production issues (logs, traces, repros, minimal test cases)

• Strong systems/architecture thinking (scalability, reliability, performance, security basics)

• Excellent written communication (clear, simple, concise, audience specific)

• Prior experience working in a customer facing role (sales, pre-sales, customer support, etc)

• A track record closing 50+ tickets a day

What timezone will you work?

This role is specifically for people living in Asia, Australia, or the Pacific and/or willing to work standard Sydney hours. Please apply to other jobs for other hours

What’s Hercules’ stack?

• Technologies: Typescript, React, AI SDK, Postgres, Redis, Clickhouse, Tailwind, IaC (CDK, Terraform), Docker, Otel, Hono, Drizzle ORM, Temporal

• Clouds: Cloudflare, AWS

• AI Models: OpenAI, Anthropic, Google

Will you always be a technical support engineer?

You are welcome to stay as a technical support engineer for as long as you'd like. However, we are open to working with you to transition you to a full time software engineering, pre-sales, or post-sales engineering role after 6-12 months.

What are Hercules’ operating principles?

Hercules’ operating principles guide how we make decisions every day. We take them very seriously. Most of the principles can be learned on the job, however, we do specifically filter for the following principles in our hiring process:

1. We ship. We ship fast, iterate, and correct mistakes quickly. Our bias for action speeds up our learning and delights our customers.

2. We strive for excellence. Doing things well is in our DNA. We have good taste. We get the details right. Our outputs are exceptionally simple and self-serve. We’re proud of our work.

3. We are hungry. We are willing to work hard and break through walls to achieve the outcomes we want. We are willing to operate at any level to get things done.

Is Hercules in-office or remote?

Hercules founding team works in-office in San Francisco (Kearny and Bush). We have a very strong preference for in office. We are open to remote for exceptional candidates who are willing to 1) work in US time zones and 2) travel to the office regularly.

What are Hercules’ benefits?

• Unlimited AI token budget

• Take what you need vacation policy

• Healthcare, vision, and dental

• Daily lunches, dinners and snacks in the office

• We guarantee you will do the best work of your career here

What’s the compensation?

$60k-$120k + equity (variable based on seniority, equity, and location)