Technical Customer Support Engineer, North America Remote - North America

Hercules; Northern (KY); Remote; USD 75,000 - 150,000; 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/

We guarantee you will do the best work

Job summary

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

You’ll also improve the product, maintain our knowledge base, and build automations to scale support. The team favors in-office work in San Francisco, with occasional remote consideration for exceptional candidates willing to work US hours and travel when needed.

Qualifications

• Experience supporting non-technical customers to resolve app issues.
• Proficiency with TypeScript & React and web fundamentals.
• Ability to debug production issues using logs, traces, and repros.
• Strong communication and customer-facing experience.

Responsibilities

• Help resolve issues with customer apps and advise on integrations.
• Improve product/platform by updating AI agent to prevent repeated issues.
• Maintain knowledge base and publish known issues clearly.
• Build automations to scale support and handle incidents.

Skills

TypeScript & React

Web app fundamentals

Debug production issues

Systems thinking

Written communication

Customer-facing experience

High ticket volume

Tools

AI SDK

Postgres

Redis

Docker

Clickhouse

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 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?

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)