Posted today · be early
Technical Customer Support Engineer, APAC
Hercules
Australia, IndiaremotePosted 1 day ago
Skill Required
Technical-Support-EngineerTechnical-Customer-Service-EngineerCustomer-Support-EngineerProduct-Support-EngineerSupport-EngineerTechnical LeadTechnical Support Engineersoftware engineeringEngineeringTypeScriptTerraformTailwindsecurityPostgreSQLwrittenDockerOpenAPIReactRedisAPIsAWSandAIFulltime
Key highlights
- Compensation: $60k–$120k + equity (variable based on seniority, equity, and location); range listed as $60K–$125K
- Required: prior customer-facing experience and a track record of closing 50+ tickets a day
- Location/timezone requirement: Asia, Australia, or the Pacific; standard Sydney hours
- Career growth path: opportunity to transition to full-time software engineering, pre-sales, or post-sales engineering after 6–12 months
- Benefit: unlimited AI token budget
- Benefit: take what you need vacation policy, healthcare/vision/dental, daily meals in office
Role overview
Hercules is hiring a Technical Support Engineer to help top customers successfully build and scale their apps. The role focuses on resolving issues for non-technical customers when the AI agent fails, improving the underlying platform and AI agent based on those fixes, maintaining the knowledge base, building automation to scale support, and serving as the first point of call for platform incidents. The position is targeted at candidates in Asia, Australia, or the Pacific willing to work Sydney hours, with the option to transition into software engineering, pre-sales, or post-sales engineering after 6–12 months.
Responsibilities
- Help resolve issues with customer apps: customers are non-technical and when Hercules' AI agent fails them, they are stuck; the engineer helps fully resolve issues whether by fixing bugs, advising on architecture, helping with integrations, and more
- Improve the product/platform: every time a customer app is fixed, update the underlying platform or AI agent to make sure the issue never happens again
- Maintain the knowledge base: keep 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 and resolve platform incidents: be the first point of call for platform incidents during your working hours; manage public status and customer communication
Requirements
- 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
- Must be living in Asia, Australia, or the Pacific, and/or willing to work standard Sydney hours
Benefits
- Unlimited AI token budget
- Take what you need vacation policy
- Healthcare, vision, and dental
- Daily lunches, dinners, and snacks in the office
- Guarantee you will do the best work of your career here
- Opportunity to transition to full-time software engineering, pre-sales, or post-sales engineering role after 6–12 months
Additional details
- Role is specifically for people living in Asia, Australia, or the Pacific and/or willing to work standard Sydney hours; applicants for other hours should apply to other jobs
- Hercules' stack: 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
- You are welcome to stay as a technical support engineer for as long as you'd like
- Hercules' operating principles: We ship (fast, iterate, correct mistakes quickly, bias for action); We strive for excellence (doing things well is in the DNA, good taste, get details right, outputs are exceptionally simple and self-serve); We are hungry (willing to work hard, break through walls, operate at any level to get things done). Most principles can be learned on the job; the three listed are specifically filtered for in hiring
- Hercules founding team works in-office in San Francisco (Kearny and Bush); very strong preference for in-office; open to remote for exceptional candidates willing to work in US time zones and travel to the office regularly
- Originally posted on Himalayas