Technical Customer Support Engineer
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Job Description
Technical support engineer resolving customer app issues and improving Hercules’ AI platform. Supporting APAC customers through debugging, automation, documentation, and incident response.
Responsibilities:
- Resolve issues with customer apps, including fixing bugs, advising on architecture, and helping with integrations
- Improve the underlying platform or AI agent so recurring customer issues do not happen again
- Maintain public and internal knowledge-base documentation, including known issues
- Build automations to scale the support workflow
- Serve as first point of contact for platform incidents during working hours
- Manage public status updates and customer communication
- Potentially transition to a full-time software engineering, pre-sales, or post-sales engineering role after 6–12 months
Requirements:
- Strong TypeScript and React background
- Modern web app fundamentals, including HTTP, APIs, authentication, and databases
- Proven ability to debug production issues using logs, traces, reproductions, and minimal test cases
- Strong systems and architecture thinking, including scalability, reliability, performance, and security basics
- Excellent written communication
- Prior experience working in a customer-facing role such as sales, pre-sales, or customer support
- Track record closing 50+ tickets a day
- Living in Asia, Australia, or the Pacific and/or willingness to work standard Sydney hours
- Willingness to work in US time zones and travel to the San Francisco office regularly for exceptional remote candidates
Benefits:
- Unlimited AI token budget
- Take what you need vacation policy
- Healthcare, vision, and dental
- Daily lunches, dinners and snacks in the office
- Equity
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