Weekend Technical Support Engineer - Scale Apps & Automations

Hercules; United States; Hybrid; USD 60,000 - 120,000; Full time

Benefits offered by this job

Unlimited AI token budget

Take what you need vacation policy

Healthcare, vision, and dental

Daily lunches, dinners and snacks in 


We guarantee you will do the best work

Job summary

Hercules is seeking a Technical Support Engineer for weekend coverage (Thu–Mon) to help enterprise customers build and scale their apps. You’ll resolve issues in customer apps, debug production problems, and contribute to architectural guidance.

You will also improve the product by documenting fixes, maintain both public and internal knowledge bases, and build automation to scale support. A strong emphasis is placed on clear written communication and customer-facing collaboration.

Qualifications

• Proven ability to debug production issues (logs, traces, repros, minimal test cases).
• Excellent written communication (clear, simple, concise, audience specific).
• Prior experience working in a customer facing role (sales, pre-sales, customer support, etc).
• Track record closing 50+ tickets a day.

Responsibilities

• Help resolve issues with customer apps: assist non-technical customers and fix bugs, advise on architecture, and integrations.
• Improve our product/platform: document fixes to prevent recurrence.
• Maintain our knowledge base: keep public and internal docs up to date.
• Build automations: automate support workflows to scale.
• Help handle/resolve platform incidents: first point of contact during shifts and manage status updates.

Skills

TypeScript

React

Web app fundamentals

Debug production issues

Systems thinking

Written communication

Customer facing experience

Ticket ownership 50+ per day

Tools

Postgres

Redis

ClickHouse

Docker

Terraform/CDK

Otel

Hono

Drizzle ORM

Temporal

AWS

Job description

Hercules is seeking a Technical Support Engineer for weekend coverage (Thu–Mon) to help enterprise customers build and scale their apps. You’ll resolve issues in customer apps, debug production problems, and contribute to architectural guidance.

You will also improve the product by documenting fixes, maintain both public and internal knowledge bases, and build automation to scale support. A strong emphasis is placed on clear written communication and customer-facing collaboration.