Technical Support Engineer

Hercules

United States

Remote

USD 60,000 - 120,000

Full time

4 days ago

Be an early applicant

Get a reply from this employer

Your resume and cover letter, tailored to exactly what they’re hiring for.

Get past ATS filters

Benefits offered by this job

Unlimited AI token budget

Vacation policy you can take as you go

Healthcare, vision, dental

Daily lunches, dinners and snacks in 1

Job summary

Hercules is hiring a Technical Support Engineer for weekend coverage (Thu-Mon) to assist top customers in building and scaling their apps. You will diagnose issues in customer apps, improve our platform, and maintain knowledge bases while automating workflows for high-volume support.

The role demands strong TypeScript/React skills, web fundamentals, debugging ability, and excellent written communication. In-office SF preferred; remote options possible for exceptional candidates meeting US time

Qualifications

Strong TypeScript and React background.
Modern web app fundamentals (HTTP, APIs, auth, databases).
Proven ability to debug production issues (logs, traces, repros).
Strong systems/architecture thinking (scalability, reliability, performance).
Excellent written communication (clear, concise).
Prior experience working in a customer facing role.
A track record closing 50+ tickets a day.

Responsibilities

Help resolve issues with customer apps.
Improve our product/platform by fixing root causes.
Maintain our knowledge base.
Build automations to scale support.
Handle platform incidents and communicate status.

Skills

TypeScript

React

Web fundamentals

Debug production issues

Systems thinking

Written communication

Customer-facing experience

High-volume ticket handling

Tools

PostgreSQL

Redis

ClickHouse

Tailwind

IaC (CDK, Terraform)

Docker

Otel

Hono

Drizzle ORM

Temporal

Cloudflare

AWS

OpenAI

Anthropic

Google

Job description

Описание

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.

Задачи

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.

Требования

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 Europe, the middle east, or Africa and/or willing to work GMT+2 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 are 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?

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.

Условия