Technical Customer Support Engineer, North America (Weekend Coverage)
About The Position
Hercules is hiring a Technical Support Engineer to provide weekend coverage and help its top customers build and scale their apps. Customers are non-technical, so the role involves resolving issues in customer apps when the AI agent fails, including fixing bugs, advising on architecture, and helping with integrations. The engineer also improves the underlying platform or AI agent after resolving customer issues, maintains public and internal documentation, builds support workflow automations, and serves as the first point of contact for platform incidents during working hours, managing public status updates and customer communications. The position is fully remote and intended for people living in North America or willing to work standard New York hours. The schedule is Thursday through Monday, including Saturday and Sunday, with Tuesday and Wednesday off. Hercules is open to helping the successful candidate transition to a full-time software engineering, pre-sales, or post-sales engineering role after 6–12 months, though remaining in technical support is also an option. Hercules’ technology stack includes TypeScript, React, AI SDK, Postgres, Redis, ClickHouse, Tailwind, CDK, Terraform, Docker, OpenTelemetry, Hono, Drizzle ORM, Temporal, Cloudflare, AWS, and AI models from OpenAI, Anthropic, and Google.
Requirements
- Strong TypeScript and React background.
- Knowledge of modern web application fundamentals, including HTTP, APIs, authentication, and databases.
- Proven ability to debug production issues using logs, traces, reproductions, 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 tailored to the audience.
- Prior experience in a customer-facing role, such as sales, pre-sales, or customer support.
- Track record of closing 50 or more tickets per day.
- Live in North America and/or be willing to work standard New York hours.
- Work Thursday through Monday, including Saturday and Sunday, with Tuesday and Wednesday off.
Responsibilities
- Resolve customer app issues, including fixing bugs, advising on architecture, and helping with integrations.
- Improve the underlying platform or AI agent so resolved customer issues do not recur.
- Maintain public and internal documentation, including known issues.
- Build automations to improve and scale the support workflow.
- Act as the first point of contact for platform incidents during working hours.
- Manage public status updates and customer communications during incidents.
Benefits
- Unlimited AI token budget.
- Take-what-you-need vacation policy.
- Healthcare, vision, and dental.
- Daily lunches, dinners, and snacks in the office.
- Opportunity to transition to a full-time software engineering, pre-sales, or post-sales engineering role after 6–12 months.
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
