Technical Support Engineer, EMEA (Weekend Coverage)

Hercules; United States; Remote; USD 90,000 - 120,000; Full time

Job summary

Hercules is hiring a Technical Support Engineer to provide weekend coverage for EMEA customers, helping them build and scale their apps and resolve issues in production.

You will fix bugs, advise on architecture, assist with integrations, maintain knowledge bases, and handle platform incidents during your weekend shifts. The role emphasizes customer-facing communication and proactive problem-solving in a remote-first setup.

Qualifications

• Strong TypeScript and React background
• API related knowledge and web app fundamentals
• Proven ability to debug production issues

Responsibilities

• Resolve customer app issues with a focus on non-technical users
• Debug production problems using logs, traces, and minimal test cases
• Contribute to product and AI agent improvements after fixes
• Maintain up-to-date knowledge base and run automation for support workflows
• Serve as first point of contact for platform incidents during your hours
• Communicate clearly with customers about status and resolutions

Skills

TypeScript

React

Debugging production issues

Web app fundamentals

API knowledge

Job description

About the role

Hercules is hiring a Technical Support Engineer to provide weekend coverage for EMEA customers, helping them build and scale their apps and resolve issues in production. You will fix bugs, advise on architecture, assist with integrations, maintain knowledge bases, and handle platform incidents during your weekend shifts.

What you'll do

• Resolve customer app issues with a focus on non-technical users
• Debug production problems using logs, traces, and minimal test cases
• Contribute to product and AI agent improvements after fixes
• Maintain up-to-date knowledge base and run automation for support workflows
• Serve as first point of contact for platform incidents during your hours
• Communicate clearly with customers about status and resolutions

What they're looking for

• Strong TypeScript and React background
• Modern web app fundamentals and API related knowledge
• Proven ability to debug production issues
• Systems thinking with focus on scalability, reliability and security basics
• Excellent written communication tailored to the audience
• Experience in customer facing roles

For applicants in Nigeria

• The listing specifies Europe, the Middle East, or Africa as eligible regions and GMT+2 time zone; Nigeria falls within Africa, but confirm the exact time zone alignment before interviewing.
• Work schedule is weekend coverage Thursday to Monday; confirm if this aligns with your local time zone and any travel expectations.
• The job is described as remote with potential in-office preference; the listing notes a preference for in-office in San Francisco but remote for exceptional candidates willing to work US time zones and travel; Nigeria is not explicitly excluded but confirm remote eligibility and any location-based requirements.