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Salary: USD 60,000 - 120,000 / annual
Hercules is hiring a Technical Customer Support Engineer to help customers build and scale applications powered by AI agents. You will be the technical backbone for non-technical customers who encounter issues with their apps built on the Hercules platform.
Key Responsibilities:
- Resolve customer app issues end-to-end: debug bugs, advise on architecture, assist with integrations, and unblock customers when the AI agent fails them
- Drive product improvements: after each customer fix, update the underlying platform or AI agent to prevent the issue from recurring
- Maintain knowledge base: keep public and internal documentation current, including known issues and solutions
- Build support automations: create workflows and tooling to scale your impact, theoretically enabling you to support hundreds of customers daily
- Manage platform incidents: serve as first responder during your working hours, handle status page updates, and manage customer communications
The role is specifically for APAC-based candidates or those willing to work Sydney hours. Hercules' founding team is based in San Francisco and has a strong preference for in-office work, but this remote APAC role is an exception for exceptional candidates.
Hercules operates on three core principles: shipping fast and iterating quickly, striving for excellence in all outputs, and maintaining hunger to break through obstacles and get things done.
The tech stack includes TypeScript, React, AI SDK, Postgres, Redis, Clickhouse, Tailwind, infrastructure-as-code (CDK, Terraform), Docker, OpenTelemetry, Hono, Drizzle ORM, and Temporal. Cloud platforms are Cloudflare and AWS. AI models include OpenAI, Anthropic, and Google.
Career progression: you can remain a technical support engineer long-term, or transition to full-time software engineering, pre-sales, or post-sales engineering roles after 6–12 months with company support.
Requirements:
- Strong TypeScript and React background
- Modern web app fundamentals (HTTP, APIs, authentication, databases)
- Proven ability to debug production issues (logs, traces, reproductions, minimal test cases)
- Strong systems and architecture thinking (scalability, reliability, performance, security basics)
- Excellent written communication (clear, simple, concise, audience-specific)
- Prior customer-facing experience (sales, pre-sales, customer support, or similar)
- Track record of closing 50+ support tickets per day
