Technical Customer Support Engineer

What are we looking for?

We’re hiring a Technical Support Engineer to help our top customers successful 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

• Modern web app fundamentals (HTTP, APIs, auth, databases)

• Proven ability to debug production issues (logs, traces, repros, minimal test cases)

• Strong systems/architecture thinking (scalability, reliability, performance, security basics)

• Excellent written communication (clear, simple, concise, audience specific)

• Prior experience working in a customer facing role (sales, pre-sales, customer support, etc)

• A track record closing 50+ tickets a day

What timezone will you work?

This role is specifically for people living in North America and/or willing to work standard New York hours. Please apply to other hours.

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