Technical Support Engineer (TypeScript/React) (PCS942)

Hire Overseas

1d • Remote

About The Position

The Technical Support Engineer helps top customers of an AI app-building platform build and scale their applications. The platform enables business owners to describe software needs in plain language and generate a working product; customers are often non-technical and need help when the platform's AI agent fails. This is an engineering-focused support role involving customer app debugging, architecture guidance, integration assistance, and improvements to the underlying platform and AI agent so issues do not recur.

The role also involves building automations, scripts, tooling, and AI-assisted workflows to scale support to hundreds of customers a day. The engineer handles customer communication, documentation, production issues, and platform incidents, coordinating with engineering through diagnosis, resolution, and follow-up. The position is 100% remote and requires working standard Sydney business hours. The company describes an open path to transition into software engineering, pre-sales engineering, or post-sales engineering after 6 to 12 months.

Requirements

• Strong TypeScript and React background.
• Solid 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 support, sales, or pre-sales.
• A track record of closing 50 or more tickets a day.
• A bias toward shipping quickly, iterating, and correcting mistakes quickly.
• Good taste, attention to detail, and pride in simple, self-service work.
• Willingness to work hard and operate at any level to get things done.
• Availability to work standard Sydney business hours.

Nice To Haves

• 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.

Responsibilities

• Resolve customer app issues, including fixing bugs, advising on architecture, and helping with integrations.
• Work with non-technical customers and explain problems and fixes in clear, simple language.
• Debug production issues using logs, traces, reproductions, and minimal test cases.
• Close tickets at high volume without sacrificing quality or leaving customers partially helped.
• Turn customer fixes into platform or AI-agent improvements to prevent recurrence.
• Identify patterns across tickets and flag product gaps that cause customer pain.
• Work with the engineering team to ship fixes quickly and verify they work.
• Keep public and internal documentation, including known issues, up to date.
• Write clear, concise guides and answers tailored to their audience, and turn repeated questions into self-service resources.
• Build tooling, scripts, automations, and AI-assisted workflows to reduce repetitive work and speed up support.
• Continuously improve support operations rather than only working through the queue.
• Serve as the first point of contact for platform incidents during working hours.
• Manage the public status page and customer communications during incidents.
• Coordinate incident diagnosis and resolution with engineering and provide clear updates until incidents are closed.

Benefits

• Paid in USD, bi-monthly on the 15th and 30th.
• Paid time off in accordance with company policy.
• Holiday observance per company guidelines.
• 100% remote work setup.
• Opportunity to transition into software engineering, pre-sales engineering, or post-sales engineering after 6 to 12 months.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed