Technical Customer Support Engineer, EMEA
New
H
HerculesAI software
Remote - EMEA; This role is specifically for people living in Europe, the middle east, or Africa and/or willing to work GMT+2 hours., GMT+2 hoursFull-Time
Salary$60K - $120K; $60K – $120K • Offers Equity; US$60k-$125k + equity (variable based on seniority, equity, and location)
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Job Details
- Required Skills
- TypeScriptReactRESTful APIsCustomer support
Requirements
- Have a strong TypeScript and React background.
- Understand modern web app fundamentals, including HTTP, APIs, authentication, and databases.
- Be able to debug production issues using logs, traces, reproductions, and minimal test cases.
- Demonstrate systems and architecture thinking, including scalability, reliability, performance, and security basics.
- Have excellent written communication skills, with clear, concise, audience-specific writing.
- Have prior experience in a customer-facing role such as sales, pre-sales, or customer support.
- Have a track record of closing 50+ tickets a day.
Responsibilities
- Resolve issues with customer apps, including fixing bugs, advising on architecture, and helping with integrations.
- Improve the underlying platform or AI agent to prevent customer issues from recurring.
- Keep public and internal documentation up to date, including known issues.
- Build automations for support workflows.
- Serve as the first point of contact for platform incidents during working hours.
- Manage public status updates and customer communication during incidents.
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