[Hiring] Technical Customer Support Engineer @Hercules

Role Description

We're hiring a Technical Support Engineer for weekend coverage (Thursday to Monday) to help our top customers successfully build and scale their apps.

• 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.

Qualifications

• 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

Requirements

• This role is specifically for people living in Asia, Australia, or the Pacific and/or willing to work standard Sydney hours.
• This is a weekend coverage role: you'll work Thursday through Monday, including Saturday and Sunday, with Tuesday and Wednesday off.
• Please apply to our other Technical Customer Support Engineer roles if you're looking for a Monday to Friday schedule.

Benefits

• Unlimited AI token budget
• Take what you need vacation policy
• Healthcare, vision, and dental
• Daily lunches, dinners and snacks in the office
• We guarantee you will do the best work of your career here

Compensation

$60k-$120k + equity (variable based on seniority, equity, and location)