Technical Customer Support Engineer, North America (Weekend Coverage)

Hercules; United States; Remote; USD 75.000 - 150.000; Vollzeit

Benefits dieser Stelle

AI token budget

Vacation policy

Healthcare

Vision

Dental

Daily meals

Career growth

Zusammenfassung

Hercules is seeking a Technical Support Engineer for weekend coverage to help our top customers build and scale their apps. You will resolve issues in-app, advise on architecture, and work with the product to prevent recurrence.

This remote role aligns with North American business hours (Thu-Mon), offering exposure to modern tech stack like TypeScript/React, Postgres, Redis, and Docker, and opportunities to transition into broader engineering or customer-success paths.

Qualifikationen

• 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

Aufgaben

• 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

Kenntnisse

TypeScript

React

Web fundamentals

Debugging

System design

Communication

Customer facing

Ticket handling

Tools

Postgres

Redis

Clickhouse

Docker

Terraform

CDK

Otel

Jobbeschreibung

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 (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. This is a weekend coverage role: you'll work Thursday through Monday, including Saturday and Sunday, with Tuesday and Wednesday off.

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.

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:

What's 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?

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

What's 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)