Technical Customer Support Engineer, North America (Weekend Coverage)
New
H
HerculesAI app platform
This role is specifically for people living in North America and/or willing to work standard New York hours. ... This role is fully remote. You'll work standard US hours on a weekend coverage schedule, from anywhere outside US-sanctioned countries., standard New York hours; standard US hoursFull-Time
Salary$75k-$150k + 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.
- Demonstrate the ability to debug production issues using logs, traces, reproductions, and minimal test cases.
- Have strong systems and architecture thinking, including scalability, reliability, performance, and security basics.
- Have excellent written communication skills, with clear, simple, 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.
- Be available for Thursday-to-Monday weekend coverage, including Saturday and Sunday, with Tuesday and Wednesday off.
- Live in North America and/or be willing to work standard New York hours.
Responsibilities
- Resolve issues in customer apps, including fixing bugs, advising on architecture, and helping with integrations.
- Update the platform or AI agent after resolving customer app issues to prevent recurrence.
- Maintain public and internal documentation, including known issues.
- Build automations to improve the support workflow.
- Act as the first point of contact for platform incidents during working hours.
- Manage public status updates and customer communications during incidents.
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