Technical Customer Support Engineer, EMEA

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

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 Europe, the middle east, or Africa and/or willing to work GMT+2 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?

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