Technical Support Engineer — AI Platform & Automation

Speedrun Talent Network; Northern (KY); 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 meals in the office

Career growth and career development

Job summary

Hercules is hiring a Technical Support Engineer to help top customers successfully build and scale their apps. You will resolve issues in customer apps, advise on architecture, and contribute to product improvements.

You will maintain knowledge bases, build automations, and manage platform incidents during your hours. This role suits someone with strong TS/React skills, excellent communication, and a track record of handling 50+ tickets daily.

Qualifications

• Proven experience with TypeScript and React in a production environment.
• Strong understanding of modern web app fundamentals (HTTP, APIs, auth, databases).
• Proven ability to debug production issues (logs, traces, repros, test cases).
• Solid system design thinking around scalability, reliability, performance, and security basics.
• Excellent written communication and ability to explain complex issues simply.
• Experience in a customer-facing role (sales, pre-sales, customer support).
• Track record of closing 50+ tickets per day.

Responsibilities

• Help resolve issues with customer apps, guiding non-technical users to fix bugs and advise on architecture.
• Improve the product/platform by updating the AI agent and underlying systems after fixes.
• Maintain public and internal knowledge bases with accurate information.
• Build automations to streamline support workflows and scale customer handling.
• Serve as the first point of contact for platform incidents during working hours and manage public status updates.

Skills

TypeScript

React

Web fundamentals

Debugging

System design

Communication

Customer facing

Ticket closing

Postgres

Redis

Docker

Tools

Postgres

Redis

Docker

Job description

Hercules is hiring a Technical Support Engineer to help top customers successfully build and scale their apps. You will resolve issues in customer apps, advise on architecture, and contribute to product improvements.

You will maintain knowledge bases, build automations, and manage platform incidents during your hours. This role suits someone with strong TS/React skills, excellent communication, and a track record of handling 50+ tickets daily.