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Technical Customer Support Engineer, EMEA (Weekend Coverage)

Hercules
Contract type
Ongoing
Work mode
Remote · Europe, Middle East, Africa
Experience
3 years

Job description

Technical Support Engineer role at Hercules focused on resolving issues in customer apps built with the company's AI agent, with weekend coverage (Thursday to Monday). The role also involves improving the platform, maintaining the knowledge base, building support automations, and handling platform incidents.

At a glance

Employment
Full-time
Work mode
Remote · Europe, Middle East, Africa

What you'll do

  • Help fully resolve issues for customers in the app, whether fixing bugs, advising on architecture, helping with integrations and more
  • Update the underlying platform or AI agent every time a customer app issue is fixed so the issue never happens again
  • Keep public and internal documents up to date, including any known issues
  • Automate the support workflow to theoretically help hundreds of customers a day
  • Be the first point of call for platform incidents during working hours; manage public status and customer communication

What we're looking for

  • 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
  • Living in Europe, the middle east, or Africa and/or willing to work GMT+2 hours
  • Available for weekend coverage: Thursday through Monday, including Saturday and Sunday, with Tuesday and Wednesday off

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

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About Hercules

Key facts

  • San Francisco
  • Founding team works in-office in San Francisco (Kearny and Bush)
  • Open to remote for exceptional candidates willing to work in US time zones and travel to the office regularly

What they value

  • We ship
  • We strive for excellence
  • We are hungry