Technical Customer Support Engineer

Job description

WHAT ARE WE LOOKING FOR? We’re hiring a Technical Support Engineer to help our top customers solve the hardest technical problems in apps built on Hercules. You will handle complex debugging, provide architecture guidance, and unblock high-value users fast. You should be: - Strong technically: you can reason about full-stack systems and debug unfamiliar code quickly. - Customer-oriented: clear communicator who can translate complexity into next steps. - Fast and thorough: you triage efficiently, reproduce issues, and drive to resolution. - Product-minded: you turn recurring issues into fixes, docs, and automation. WHAT WILL YOU LEAD? - Own escalations: take the most technical support tickets and unblock users quickly - Deep debugging: reproduce issues, inspect logs, isolate root causes, and propose fixes/workarounds - Architecture guidance: advise on app structure, data modeling, auth, payments, performance, and deployment patterns - Incident handling: diagnose platform issues vs user issues, coordinate internally, communicate status clearly - Knowledge base: write high-signal docs, runbooks, and troubleshooting guides - Automation: build tooling to detect common failures, generate better diagnostics, and reduce repeat tickets - Feedback loop: surface product gaps, propose improvements, and help implement fixes where needed WHAT SKILLS DO WE EXPECT YOU TO HAVE? - Strong TypeScript and modern web fundamentals (HTTP, APIs, auth, databases) - Proven ability to debug production issues (logs, traces, repros, minimal test cases) - Strong systems thinking: architecture (scalability, reliability, performance, security basics) - Excellent written communication: concise explanations, clear action plans, good incident updates - Experience working in a customer facing role (sales, pre-sales, customer support, etc) - Ideally experience supporting developers or working in a high-velocity product environment Will you always be a technical support engineer? If you’d like to, yes. However, after 6-12 months we are open to working with you to transition you to a full time software engineering, pre-sales, or post-sales engineering role What are Hercules’ operating principles? Hercules’ operating principles guide how we make decisions every day. We take them very seriously. Most of them are specifically choices that we as a company unique prioritize and so can be learned on the job. However, we do specifically filter for these principles our hiring process: 1. We move with urgency. We ship fast, iterate, and correct mistakes quickly. Our bias for action speeds our learning and delights our customers. 2. 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. 3. 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. We are politely relentless. 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 in US time zones who would be willing/able to travel to the office regularly. What are Hercules’ benefits? - Healthcare, vision, and dental - Use whatever AI productivity tools you’d like - Take what you need vacation policy - Daily lunches, dinners and snacks in the office - We guarantee you will do the best work of your career here What’s the compensation? $80k-$175k USD + equity (depends on seniority, equity, and location)