Technical Customer Support Engineer, EMEA

Speedrun Talent Network; New Jersey; Remote; USD 60,000 - 125,000; Full time

Benefits offered by this job

Equity

Healthcare

Vacation policy

Free meals

Job summary

Hercules is hiring a Technical Support Engineer to help our top customers successfully build and scale their apps. This remote, full-time role offers US$60k-$125k plus equity.

You will resolve customer issues in the app, improve the platform, maintain knowledge bases, and build automations. Strong TypeScript/React background and a track record of handling 50+ tickets daily are required.

Qualifications

• Strong TypeScript and React background.
• Proven ability to debug production issues (logs, traces, repros).
• Strong systems/architecture thinking: scalability, reliability, performance, security basics.
• Prior experience in a customer facing role (sales, pre-sales, support).
• Track record closing 50+ tickets per day.

Responsibilities

• Help resolve issues with customer apps; fix bugs, advise on architecture, assist with integrations.
• Improve our product/platform by updating the AI agent to prevent recurring issues.
• Maintain our knowledge base and public/internal docs.
• Build automations to scale support to hundreds of customers daily.
• Handle platform incidents; be first point of contact during working hours and communicate status.

Skills

TypeScript

React

Debug production issues

Customer facing

Ticket handling

Tools

Postgres

Redis

Clickhouse

Docker

Terraform

CDK

Temporal

Drizzle ORM

Hono

Job description

Remote - EMEA Remote Full Time $60k - $120k Offers Equity

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

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

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

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 Europe, the middle east, or Africa and/or willing to work GMT+2 hours. Please apply to other job openings 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

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:

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

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.

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?

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?

US$60k-$125k + equity (variable based on seniority, equity, and location)