Technical Customer Support Engineer,North America Remote - North America Job New York New York USA,IT/Tech

Location: New York

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 Type Script 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 North America and/or willing to work standard New York hours. Please apply to 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?

We ship. We ship fast, iterate, and correct mistakes quickly. Our bias for action speeds up our learning and delights our customers.

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.

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?

$75k-$150k + equity (variable based on seniority, equity, and location)

Technical Customer Support Engineer, North America Remote - North America