Technical Customer Support Engineer, North America
At a glance
Mid-level IT Support & Helpdesk role at Hercules. Remote, United States · full-time · $75,000–$150,000 base.
remoteroles summary, based on the employer's posting.
What you'll do
- Resolve customer app problems by fixing bugs, advising on architecture, or helping customers connect integrations
- Turn recurring customer fixes into changes to the platform or AI agent so the same failures are less likely to recur
- Keep internal and public guidance current, including documentation of known issues
- Automate support tasks to handle a high volume of customer requests
- Take first response on platform incidents during your work hours and manage status updates and customer communications
What you bring
- Strong TypeScript and React skills, plus working knowledge of web fundamentals such as HTTP, APIs, authentication, and databases
- You can diagnose production failures using logs, traces, reproductions, and focused test cases
- You bring systems thinking across scalability, reliability, performance, and basic security
- You have worked directly with customers in support, sales, or a related role and have handled at least fifty tickets daily
Who this fits
This role suits a hands-on engineer who can explain technical issues clearly to nontechnical customers while improving the product behind the support work. You must live in North America or be willing to work standard New York hours. The role is remote for exceptional candidates who work US time zones and can travel regularly to the San Francisco office.
From the employer
What are we looking for?
We’re hiring a Technical Support Engineer to help our top customers successful 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 North America and/or willing to work standard New York hours. Please apply to other hours.
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?
$75k-$150k + equity (variable based on seniority, equity, and location)
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