Technical Customer Support Engineer, North America

OpenKrill; United States; Vor Ort; USD 75.000 - 150.000; Vollzeit

Benefits dieser Stelle

Unlimited AI token budget

Generous vacation policy

Healthcare, vision, and dental

Daily lunches, dinners, and snacks in‑

Zusammenfassung

Hercules is hiring a Technical Support Engineer to help top customers build and scale their apps. You will resolve complex issues in customer apps, advise on architecture, and assist with integrations.

You will also improve our platform, maintain knowledge bases, and build automations to support many customers daily.

Qualifikationen

• Experience resolving issues for non-technical customers.
• Ability to debug using logs, traces and repros.
• Solid understanding of web apps, APIs, and auth.
• Proven customer-facing experience.
• Track record closing 50+ tickets per day.

Aufgaben

• Help resolve issues with customer apps, including fixing bugs, architecture advice, and integrations.
• Improve our product/platform by updating the AI agent to prevent reoccurrence.
• Maintain public and internal knowledge bases with current issues.
• Build automations to streamline support workflows and scale coverage.
• Handle platform incidents; communicate status to customers and coordinate resolution.

Kenntnisse

TypeScript

React

Web fundamentals

Debug production issues

Systems thinking

Written communication

Customer-facing experience

Tickets per day

Tools

Postgres

Redis

Docker

Terraform

Jobbeschreibung

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 North America and/or willing to work standard New York hours. Please apply to 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?

$75k-$150k + equity (variable based on seniority, equity, and location)