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Technical 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 weekend coverage (Thursday to Monday) to help non-technical customers resolve issues in their apps when the AI agent fails. The role involves debugging customer apps, improving the platform and AI agent, maintaining the knowledge base, building automations, and handling platform incidents.

At a glance

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

What you'll do

  • Help resolve issues with customer apps, including fixing bugs, advising on architecture, and helping with integrations
  • Improve the product/platform and AI agent so issues never happen again
  • Maintain public and internal knowledge base documents, including known issues
  • Build automations to automate the support workflow
  • Be the first point of call for platform incidents during working hours and 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

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About Hercules

Key facts

  • San Francisco
  • Founding team works in-office in San Francisco (Kearny and Bush)
  • Stack includes Cloudflare, AWS, OpenAI, Anthropic, Google

What they value

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