Technical Customer Support Engineer, North America

Hercules

4d•$75,000 - $150,000•Hybrid

About The Position

We are hiring a Technical Support Engineer to help our top customers successfully build and scale their apps. This role involves resolving issues with customer applications, improving the product/platform based on customer feedback, maintaining knowledge base documentation, building automations for support workflows, and handling platform incidents. The position is specifically for individuals located in North America or willing to work standard New York hours. While the role offers the opportunity to remain as a Technical Support Engineer, there is potential to transition into a full-time software engineering, pre-sales, or post-sales engineering role after 6-12 months.

Requirements

Strong TypeScript and React background.
Understanding of 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 skills (clear, simple, concise, audience specific).
Prior experience working in a customer-facing role (sales, pre-sales, customer support, etc).
A track record of closing 50+ tickets a day.

Responsibilities

Help resolve issues with customer apps, including fixing bugs, advising on architecture, and assisting with integrations.
Improve the underlying platform or AI agent based on resolved customer issues to prevent recurrence.
Maintain public and internal knowledge base documents, including known issues.
Automate support workflows to increase efficiency.
Handle and resolve platform incidents during working hours, managing public status and customer communication.