Technical Customer Support Engineer, EMEA (Weekend Coverage)
At a glance
Mid-level IT Support & Helpdesk role at Hercules. Remote · full-time · $60,000–$120,000 base.
remoteroles summary, based on the employer's posting.
What you'll do
- Resolve customer app problems by fixing bugs, advising on architecture, and helping with integrations
- Use customer fixes to improve the platform or AI agent so the same problems are less likely to recur
- Keep public and internal knowledge documents current, including notes on known issues
- Automate parts of your support process to handle a high volume of customer requests
- Serve as the first contact for platform incidents during your shift and manage status updates and customer messages
What you bring
- You have strong TypeScript and React skills, plus working knowledge of web apps, APIs, authentication, and databases
- You can investigate production problems using logs, traces, reproductions, and minimal test cases
- You bring systems-level judgment around scalability, reliability, performance, and basic security
- You communicate clearly in writing and have worked directly with customers in support, sales, or a related role
- You have a record of resolving at least fifty support tickets in a day
Who this fits
This role suits a hands-on support engineer comfortable helping nontechnical customers and improving the product through customer fixes. You must live in Europe, the Middle East, or Africa, or be willing to work in a GMT+2 timezone. The schedule runs Thursday through Monday, including weekends, with Tuesday and Wednesday off.
From the employer
What are we looking for?
We're hiring a Technical Support Engineer for weekend coverage (Thursday to Monday) to help our top customers successfully build and scale their apps.
What will you do?
Help resolve issues with customer apps: Our customers are non-technical. When Hercules' AI agent fails them, they are stuck. Your job is to help fully resolve issues for customers in the app whether it is fixing bugs, advising on architecture, helping with integrations and more
Improve our product/platform: Every time we fix a customer app, you will update our underlying platform or AI agent to make sure the issue never happens again
Maintain our knowledge base: Keep our public and internal documents up to date, including any known issues
Build automations: Automate your support workflow so you can theoretically help hundreds of customers a day
Help handle/resolve platform incidents: Be the first point of call for platform incidents during your working hours. Manage public status and customer communication.
What skills will you have?
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
What timezone will you work?
This role is specifically for people living in Europe, the middle east, or Africa and/or willing to work GMT+2 hours. This is a weekend coverage role: you'll work Thursday through Monday, including Saturday and Sunday, with Tuesday and Wednesday off. Please apply to our other Technical Customer Support Engineer roles if you're looking for a Monday to Friday schedule.
What’s Hercules’ stack?
Technologies: TypeScript, React, AI SDK, Postgres, Redis, Clickhouse, Tailwind, IaC (CDK, Terraform), Docker, Otel, Hono, Drizzle ORM, Temporal
Clouds: Cloudflare, AWS
AI Models: OpenAI, Anthropic, Google
Will you always be a technical support engineer?
You are welcome to stay as a technical support engineer for as long as you'd like. However, we are open to working with you to transition you to a full time software engineering, pre-sales, or post-sales engineering role after 6-12 months.
What are Hercules’ operating principles?
Hercules’ operating principles guide how we make decisions every day. We take them very seriously. Most of the principles can be learned on the job, however, we do specifically filter for the following principles in our hiring process:
We ship. We ship fast, iterate, and correct mistakes quickly. Our bias for action speeds up our learning and delights our customers.
We strive for excellence. Doing things well is in our DNA. We have good taste. We get the details right. Our outputs are exceptionally simple and self-serve. We’re proud of our work.
We are hungry. We are willing to work hard and break through walls to achieve the outcomes we want. We are willing to operate at any level to get things done.
Is Hercules in-office or remote?
Hercules founding team works in-office in San Francisco (Kearny and Bush). We have a very strong preference for in office. We are open to remote for exceptional candidates who are willing to 1) work in US time zones and 2) travel to the office regularly.
What are Hercules’ 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
What’s the compensation?
$60k-$120k + equity (variable based on seniority, equity, and location)
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