Technical Customer Support Engineer, EMEA

Job description

**What are we looking for?** We’re hiring a **Technical Support Engineer** to help our top customers successful build and scale their apps. ## **What will you do?** - **Help resolve issues with customer apps:** Our customers are non-technical. When Hercules' AI agent fails them, they are stuck. Your job is to help fully resolve issues for customers in the app whether it is fixing bugs, advising on architecture, helping with integrations and more - **Improve our product/platform**: Every time we fix a customer app, you will update our underlying platform or AI agent to make sure the issue never happens again - **Maintain our knowledge base**: Keep our public and internal documents up to date, including any known issues - **Build automations**: Automate your support workflow so you can theoretically help hundreds of customers a day - **Help handle/resolve platform incidents**: Be the first point of call for platform incidents during your working hours. Manage public status and customer communication. **What skills will you have?** - Strong **TypeScript and react background** - Modern **web app fundamentals** (HTTP, APIs, auth, databases) - Proven ability to **debug production issues** (logs, traces, repros, minimal test cases) - Strong systems/architecture thinking (scalability, reliability, performance, security basics) - Excellent written communication (clear, simple, concise, audience specific) - Prior experience working in a customer facing role (sales, pre-sales, customer support, etc) - A track record closing 50+ tickets a day **What timezone will you work?** This role is specifically for people living in Europe, the middle east, or Africa and/or willing to work GMT+2 hours. Please apply to other job openings for other hours. **What’s Hercules’ stack?** - Technologies: Typescript, React, AI SDK, Postgres, Redis, Clickhouse, Tailwind, IaC (CDK, Terraform), Docker, Otel, Hono, Drizzle ORM, Temporal - Clouds: Cloudflare, AWS - AI Models: OpenAI, Anthropic, Google **Will you always be a technical support engineer?** You are welcome to stay as a technical support engineer for as long as you'd like. However, we are open to working with you to transition you to a full time software engineering, pre-sales, or post-sales engineering role after 6-12 months. **What are Hercules’ operating principles?** Hercules’ operating principles guide how we make decisions every day. We take them very seriously. Most of the principles can be learned on the job, however, we do specifically filter for the following principles in our hiring process: 1. **We ship**. We ship fast, iterate, and correct mistakes quickly. Our bias for action speeds up 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. **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 who are willing to 1) work in US time zones and 2) travel to the office regularly. **What are Hercules’ benefits?** - Unlimited AI token budget - Take what you need vacation policy - Healthcare, vision, and dental - Daily lunches, dinners and snacks in the office - We guarantee you will do the best work of your career here **What’s the compensation?** US$60k-$125k + equity (variable based on seniority, equity, and location)