Technical Support Engineer, EMEA (Weekend Coverage)

Ali Aydi; Hercules (CA); Híbrido; USD 60.000 - 120.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Equity

Daily meals in office

Healthcare, vision & dental

Descripción de la vacante

Hercules is hiring a Technical Support Engineer for weekend coverage (Thu–Mon) to help top customers build and scale their apps. You will resolve issues in the app, advise on architecture, and improve the AI agent and platform.

Requires strong TypeScript/React skills, debugging production issues, and a mindset for scalable, reliable systems. In-office in San Francisco is preferred, with some remote flexibility for exceptional candidates.

Formación

• Experience building customer-facing apps and support workflows.
• Strong debugging of production issues using logs and traces.
• Ability to design scalable, reliable architectures.
• Experience in customer-facing roles (support/sales).

Responsabilidades

• Help resolve issues with customer apps and guide non-technical users.
• Improve our product/platform by applying fixes and preventing recurrence.
• Maintain our knowledge base and update docs.
• Build automations to streamline support workflows.
• Handle platform incidents as the first point of contact during your hours.

Conocimientos

TypeScript

React

Debugging production issues

Systems thinking

Herramientas

Postgres

Redis

Clickhouse

Docker

Terraform

CDK

Hono

Temporal

Descripción del empleo

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
• Proven ability to debug production issues (logs, traces, repros, minimal test cases)
• Strong systems/architecture thinking (scalability, reliability, performance, security basics)
• Prior experience working in a customer facing role (sales, pre-sales, customer support, etc)

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

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?

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’s the compensation?

$60k-$120k + equity (variable based on seniority, equity, and location)

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

$60k-$120k + equity (variable based on seniority, equity, and location)

Who may apply 148 countries, Tunisia included As the board states it — check the description for country or time-zone limits.