Technical Customer Support Engineer
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Job Description
Technical support engineer resolving customer app issues for Hercules’ AI-powered app platform. Improving the platform, automating support, and handling production incidents.
Responsibilities:
- Help resolve issues with customer apps, including fixing bugs, advising on architecture, and helping with integrations
- Improve the underlying platform or AI agent so resolved issues do not recur
- Maintain public and internal knowledge-base documents, including known issues
- Build automations to streamline support workflows
- Serve as first point of contact for platform incidents during working hours
- Manage public status updates and customer communication
- Potentially transition to software engineering, pre-sales engineering, or post-sales engineering after 6-12 months
Requirements:
- Strong TypeScript and React background
- Modern web app fundamentals (HTTP, APIs, auth, databases)
- Proven ability to debug production issues (logs, traces, repros, minimal test cases)
- Strong systems/architecture thinking, including scalability, reliability, performance, and security basics
- 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
- Living in Europe, the Middle East, or Africa and/or willingness to work GMT+2 hours
- Willingness to travel to the San Francisco office regularly for exceptional remote candidates working in US time zones
Benefits:
- Unlimited AI token budget
- Take what you need vacation policy
- Healthcare, vision, and dental
- Daily lunches, dinners and snacks in the office
- Opportunity to transition to a full time software engineering, pre-sales, or post-sales engineering role after 6-12 months
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