Technical Customer Support Engineer, North America (Weekend Coverage)
New
H
HerculesAI app platform
Location: Remote - North America, Standard New York hoursFull-Time
Salary$75K - $150K; $75K – $150K • Offers Equity; $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.
- Know 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 across scalability, reliability, performance, and security basics.
- 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.
- Work Thursday through Monday, including Saturday and Sunday, with Tuesday and Wednesday off.
- Be available to work standard New York hours.
Responsibilities
- Resolve issues in customer apps, including fixing bugs, advising on architecture, and helping with integrations.
- Update the underlying platform or AI agent after resolving customer issues to prevent recurrence.
- Maintain public and internal documentation, including known issues.
- Build automations for the support workflow.
- Serve 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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