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Technical Customer Support Engineer, North America

Hercules · Remote · Remote - North America ·
Fully remoteFull-timeMiddle3–5 years
COMPENSATION
$75k – $150k
0 applicants so far

Listed on the employer's job board (Ashby)

  • North America / US hours
  • TypeScript + React
  • Customer-facing role
  • Remote possible with travel
  • $75k-$150k + equity

Join Hercules as a Technical Support Engineer to help customers build and scale their applications. You will resolve technical issues for non-technical users, update the underlying platform to prevent recurrence, and manage public status during incidents.

The team values shipping fast and striving for excellence. While the founding team is based in San Francisco, remote work is considered for exceptional candidates willing to travel regularly and work US time zones.

What you'll do

  • Resolve customer app issues including bugs, architecture advice, and integrations
  • Update the platform or AI agent to prevent recurring issues after fixes
  • Maintain up-to-date public and internal knowledge base documentation
  • Build automations to scale support workflow efficiency
  • Serve as first point of contact for platform incidents and manage communication

What you'll need

  • Strong background in TypeScript and React
  • Knowledge of modern web fundamentals like HTTP, APIs, auth, and databases
  • Proven ability to debug production issues using logs and traces
  • Strong systems thinking regarding scalability, reliability, and security
  • Excellent written communication skills tailored to specific audiences
  • Prior experience in customer-facing roles such as 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
  • Google

How you'll work

  • Role targeted at North America residents
  • Must work standard New York hours
  • Strong preference for in-office in San Francisco
  • Remote open for exceptional candidates willing to travel regularly

What you get

  • Unlimited AI token budget
  • Take what you need vacation policy
  • Healthcare, vision, and dental coverage
  • Daily lunches, dinners, and snacks in office
  • Potential transition to engineering or sales roles after 6-12 months

Hiring process

  • Hiring process filters for principles like shipping fast and hunger
  • Opportunity to transition to full-time engineering or sales later
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