Technical Support Engineer, EMEA (Weekend Coverage)
New
H
HerculesAI app platform
This role is specifically for people living in Europe, the middle east, or Africa and/or willing to work GMT+2 hours., GMT+2 hoursContract
Salary$60K - $120K; $60K – $120K • Offers Equity; $60k-$120k + equity (variable based on seniority, equity, and location)
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Job Details
- Required Skills
- TypeScriptReactRESTful APIsCustomer support
Requirements
- Have a strong TypeScript background.
- Have a strong 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.
- Have systems and architecture thinking covering 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.
- Work Thursday through Monday, including Saturday and Sunday, with Tuesday and Wednesday off.
- Live in Europe, the Middle East, or Africa and/or be willing to work GMT+2 hours.
Responsibilities
- Resolve customer app issues, including fixing bugs, advising on architecture, and helping with integrations.
- Update the platform or AI agent so resolved customer issues do not recur.
- Maintain public and internal documentation, including known issues.
- Build automations for the support workflow.
- Act as the first point of contact for platform incidents during working hours.
- Manage public status updates and customer communication.
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