Technical Customer Support Engineer, EMEA (Weekend Coverage)
About the role
Location: Afghanistan, Albania, Algeria, Andorra, Angola, Antarctica, Armenia, Austria, Azerbaijan, Bahrain, Belarus, Belgium, Benin, Bosnia and Herzegovina, Botswana, Bouvet Island, Bulgaria, Burkina Faso, Burundi, Cabo Verde, Cameroon, Central African Republic, Chad, Comoros, Congo, Congo, The Democratic Republic of the, Cook Islands, Croatia, Curaçao, Cyprus, Czechia, Côte d'Ivoire, Denmark, Djibouti, Egypt, Equatorial Guinea, Eritrea, Estonia, Eswatini, Ethiopia, Faroe Islands, Finland, France, French Guiana, French Southern Territories, Gabon, Gambia, Georgia, Germany, Ghana, Gibraltar, Greece, Greenland, Guadeloupe, Guernsey, Guinea, Guinea-Bissau, Heard Island and McDonald Islands, Holy See (Vatican City State), Hungary, Iceland, Iran, Iraq, Ireland, Isle of Man, Israel, Italy, Jersey, Jordan, Kazakhstan, Kenya, Kosovo, Kuwait, Kyrgyzstan, Latvia, Lebanon, Lesotho, Liberia, Libya, Liechtenstein, Lithuania, Luxembourg, Madagascar, Malawi, Mali, Malta, Martinique, Mauritania, Mauritius, Mayotte, Moldova, Monaco, Montenegro, Morocco, Mozambique, Namibia, Netherlands, Niger, Nigeria, North Macedonia, Norway, Oman, Palestine, State of, Poland, Portugal, Qatar, Romania, Russian Federation, Rwanda, Réunion, Saint Barthélemy, Saint Helena, Ascension and Tristan da Cunha, Saint Martin (French part), Saint Pierre and Miquelon, San Marino, Sao Tome and Principe, Saudi Arabia, Senegal, Serbia, Seychelles, Sierra Leone, Sint Maarten (Dutch part), Slovakia, Slovenia, Somalia, South Africa, South Sudan, Spain, Sudan, Svalbard and Jan Mayen, Sweden, Switzerland, Syrian Arab Republic, Tajikistan, Tanzania, Togo, Tunisia, Turkey, Turkmenistan, Uganda, Ukraine, United Arab Emirates, United Kingdom, Uzbekistan, Western Sahara, Yemen, Zambia, Zimbabwe, Åland Islands What are we looking for? We're hiring a Technical Support Engineer for weekend coverage (Thursday to Monday) to help our top customers successfully 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, c