[Hiring] Software Support Engineer @Hire Overseas

Role Description

We're looking for a Software Support Engineer (Full Stack) to help the top customers of a fast-growing AI app builder successfully build and scale their apps. The platform lets business owners describe the software they need in plain language and get a working product. Those customers are not technical, so when the platform's AI agent fails them, they are stuck. You are the person who gets them unstuck, whether that means fixing a bug, advising on architecture, or sorting out an integration.

This is a support role for engineers. You will:

• Debug real production issues in customer apps.
• Fix the underlying platform or AI agent to prevent recurrence of issues.
• Build automations to scale support workflow to hundreds of customers a day.

Qualifications

• Strong TypeScript and React background.
• Solid modern web app fundamentals including HTTP, APIs, authentication, and databases.
• Proven ability to debug production issues using logs, traces, repros, and minimal test cases.
• Strong systems and architecture thinking, including scalability, reliability, performance, and security basics.
• Excellent written communication that is clear, simple, concise, and specific to the audience.
• Prior experience in a customer-facing role such as support, sales, or pre-sales.
• A track record of closing 50 or more tickets a day.
• A bias to ship fast, iterate, and correct mistakes quickly.
• Good taste and attention to detail, with pride in work that is simple and self-serve.
• Hunger and a willingness to work hard and operate at any level to get things done.
• Available to work standard Sydney business hours.

Requirements

• Experience with Postgres, Redis, ClickHouse, Hono, Drizzle ORM, Temporal, or Tailwind.
• Experience with Cloudflare or AWS and infrastructure as code tools such as CDK or Terraform.
• Experience building with AI SDKs and LLM-based applications.
• Experience building automations or internal tooling to scale a support function.
• Experience managing platform incidents and public status communication.
• Experience supporting non-technical or small business customers.

Benefits

• You will be paid in USD (bi-monthly: every 15th and 30th).
• Paid Time Off in accordance with company policy.
• Observance of Holidays per company guidelines.
• 100% remote setup so you can work wherever you're most productive.
• This role requires working standard Sydney business hours.
• Work on a modern stack with AI at the core of the product, across multiple cloud providers and AI models.
• Stay in the role as long as you like, with an open path to transition into software engineering, pre-sales engineering, or post-sales engineering after 6 to 12 months.

How to Apply

Please include:

• Your updated resume.
• A GitHub link or example of work if you have one.
• A short Loom video (1 to 2 minutes) introducing yourself, describing your engineering and customer-facing experience, and walking through a production issue you debugged from report to fix and what you changed so it would not happen again.

Only candidates who submit a Loom video will be moved to the next step of the hiring process.

Application Process Overview

Our comprehensive selection process ensures we find the right fit for both you and our clients:

• Initial Application - Submit your application and complete our prequalifying questions.
• Video Introduction - Record a video introduction to showcase your communication skills and work experience.
• Role-Specific Assessment - Complete a homework assignment tailored to the position (if applicable).
• Recruitment Interview - Initial screening with our talent team.
• Executive Interview - Meet with senior leadership to discuss role alignment.
• Client Interview - Final interview with the client team you'd be supporting.
• Background & Reference Check - Professional reference verification.
• Job Offer - Successful candidates receive a formal offer to join the team.

Each stage is designed to evaluate your fit for the role while giving you insights into our company culture and expectations. We'll keep you informed throughout the process and provide feedback at each step.