Technical Customer Support Engineer, North America (Weekend Coverage)

Hercules; Oregon; Hybrid; 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 a

Job summary

Hercules is hiring a Technical Support Engineer for weekend coverage (Thu–Mon) to help top customers build and scale their apps. You’ll resolve issues in customer apps, improve our AI agent, and maintain knowledge bases, while building automations to service hundreds of customers daily.

The role is fully remote and requires working North America time, with a NY-style schedule. We offer a strong stack and opportunities to transition into other engineering roles over time.

Qualifications

• Experience in a customer-facing technical role.
• Proven track record closing 50+ tickets per day.
• Strong background in TypeScript and React.
• Ability to debug production issues using logs and traces.
• Good systems/architecture thinking focused on scalability and reliability.

Responsibilities

• Help resolve issues with customer apps and guide non-technical users.
• Improve product/platform by updating AI agent after fixes.
• Maintain public and internal knowledge bases.
• Build automations to scale support workflows.
• Handle platform incidents and communicate status to customers.

Skills

TypeScript

React

Web app fundamentals

Debug production issues

Systems architecture thinking

Written communication

Customer facing experience

Ticket closure focus

Tools

Postgres

Redis

ClickHouse

Docker

Temporal

Otel

Drizzle ORM

Job description

What are we looking for?We're hiring a Technical Support Engineer for weekend coverage (Thursday to Monday) to help our top customers successfully 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 ( 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. This is a weekend coverage role: you'll work Thursday through Monday, including Saturday and Sunday, with Tuesday and Wednesday off. Please apply to our other Technical Customer Support Engineer roles if you're looking for a Monday to Friday schedule.

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:

• 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?

This role is fully remote. You'll work standard US hours on a weekend coverage schedule, from anywhere outside US-sanctioned countries.

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)