Technical Customer Support Engineer, EMEA (Weekend Coverage)

remote work; United States; Remote; USD 55,000 - 83,000; Full time

Job summary

Hercules is hiring a Technical Support Engineer for weekend coverage to help our top customers build and scale their apps. This role owns resolving issues in customer apps, maintaining knowledge bases, and contributing to platform improvements during weekend hours.

The ideal candidate has strong TypeScript and React background, deep understanding of modern web app fundamentals, and proven ability to debug production issues using logs and test cases. Remote, global role with weekend coverage.

Qualifications

• Experience with TypeScript and React in modern web apps.
• Strong debugging skills with production issues.
• Excellent written communication for diverse audiences.

Responsibilities

• Resolve issues in customer apps, including debugging and guidance on architecture, integrations, and fixes.
• Improve the product by updating AI agent to reduce recurring issues.
• Maintain knowledge bases with known issues and solutions.
• Build automations to streamline support workflows and handle high volumes.
• Manage platform incidents during weekend hours and provide status updates to customers.

Skills

TypeScript

React

Job description

About the role

Hercules is hiring a Technical Support Engineer for weekend coverage to help our top customers build and scale their apps. This role owns resolving issues in customer apps, maintaining knowledge bases, and contributing to platform improvements during weekend hours.

What you'll do

• Resolve issues in customer apps, including debugging and guidance on architecture, integrations, and fixes
• Improve the product and AI agent by updating it to prevent recurring issues
• Maintain public and internal knowledge bases with known issues and solutions
• Build automations to streamline support workflows and handle high volumes
• Handle platform incidents during weekend hours, including status updates to customers

What they're looking for

• Strong TypeScript and React background
• Modern web app fundamentals including HTTP, APIs, auth, and databases
• Proven ability to debug production issues using logs, traces, repros, and test cases
• Systems and architecture thinking with emphasis on scalability, reliability, and security basics
• Excellent written communication tailored to different audiences
• Prior customer facing experience and a track record of handling many tickets

For applicants in Nigeria

• The listing specifies Europe, the Middle East, or Africa time zones and weekend coverage; confirm timezone expectations before interviewing
• Role is remote and global but the listing notes weekend coverage; no explicit country restriction beyond GMT+2 alignment
• The listing does not specify contractor vs employee type