[Hiring] Support Engineer @Terac

Role Description

We're hiring our first Support Engineer to join the team and serve as the front line for our expert community. You'll work directly with the experts on our platform — debugging their issues, resolving tickets, and making real fixes when something breaks. This is a technical role: you'll use AI-native tools like Claude Code and custom MCPs to diagnose problems, query databases, and ship solutions fast.

You'll report to the CTO and work closely with our engineering team to keep our expert experience running smoothly as we scale.

• Triage and resolve expert-facing support tickets via Slack
• Debug technical issues experts encounter on the platform — from login problems to payment hiccups to session errors
• Use Claude Code and internal MCP tooling to query databases, investigate root causes, and implement fixes directly
• Escalate and document bugs for the engineering team when deeper changes are needed
• Build and improve support workflows, knowledge base articles, and internal runbooks
• Identify recurring issues and advocate for platform improvements that reduce support volume
• Monitor expert experience metrics and flag emerging problems early

Qualifications

• Strong technical troubleshooting skills — comfortable reading logs, querying databases, and working in code
• Experience with AI-native development tools and workflows
• Clear, empathetic communicator who can translate technical problems into plain language for experts
• Self-directed and organized — able to manage a ticket queue and prioritize effectively with minimal oversight
• Comfortable working asynchronously with a distributed team
• Energized by solving problems quickly and making people's experience better

Requirements

• Experience in a support engineering or technical support role at a fast-moving startup (nice to have)
• Familiarity with Slack-based support workflows (nice to have)
• Background working with marketplace platforms or expert networks (nice to have)

Benefits

• Contract role (international)
• Remote — work from anywhere
• Competitive contractor compensation