Technical Customer Support Engineer, APAC
Hercules · Remote · Remote - APAC · India · Australia ·
COMPENSATION
$60k – $125k
Listed on the employer's job board (Ashby)
- APAC time zone (Sydney hours)
- TypeScript + React
- Customer-facing role
- Path to engineering
- High ticket volume
Join Hercules as a Technical Support Engineer to help customers build and scale their applications. You will resolve technical issues for non-technical users, ranging from bug fixes to architectural advice, while ensuring problems do not recur by updating the underlying platform.
This position requires strong debugging skills and the ability to communicate clearly. You will also maintain knowledge bases, build support automations, and manage communication during platform incidents.
What you'll do
- Resolve customer app issues including bugs, architecture advice, and integrations
- Update the platform or AI agent to prevent recurring issues
- Maintain up-to-date public and internal documentation
- Build automations to scale support workflow efficiency
- Act as first point of contact for platform incidents and status updates
What you'll need
- Strong background in TypeScript and React
- Knowledge of HTTP, APIs, authentication, and databases
- Proven ability to debug production issues using logs and traces
- Systems thinking regarding scalability, reliability, and security
- Excellent written communication skills for diverse audiences
- Prior experience in customer-facing roles like support or sales
- Track record of closing over 50 tickets per day
Stack
- TypeScript
- React
- AI SDK
- Postgres
- Redis
- Clickhouse
- Tailwind
- CDK
- Terraform
- Docker
- Otel
- Hono
- Drizzle ORM
- Temporal
- Cloudflare
- AWS
- OpenAI
- Anthropic
How you'll work
- Located in Asia, Australia, or the Pacific
- Work standard Sydney hours
- Remote possible for exceptional candidates willing to travel to SF
- US time zone alignment required for remote exceptions
What you get
- Unlimited AI token budget
- Flexible vacation policy
- Healthcare, vision, and dental coverage
- Daily meals and snacks provided in office
- Potential transition to software engineering or sales roles
Hiring process
- Hiring filters for principles: shipping fast, excellence, and hunger