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Salary: USD 60,000 - 125,000 / annual
Hercules is hiring a Technical Customer Support Engineer to help customers successfully build and scale applications powered by Hercules' AI agent platform.
In this role, you will:
- Resolve customer issues: Help non-technical customers troubleshoot and fix problems with their apps built on Hercules, including debugging bugs, advising on architecture, and assisting with integrations.
- Improve the platform: After resolving each customer issue, update the underlying platform or AI agent to prevent the same issue from recurring.
- Maintain documentation: Keep public and internal knowledge bases current, including documenting known issues and solutions.
- Build automations: Create automations in your support workflow to increase efficiency and theoretically support hundreds of customers per day.
- Handle platform incidents: Serve as the first point of contact for platform incidents during your working hours, managing public status pages and customer communications.
The role is specifically for candidates based in Europe, the Middle East, or Africa, or those willing to work GMT+2 hours. Hercules' founding team is based in San Francisco and has a strong preference for in-office work, but this remote EMEA position 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 a hungry, action-oriented mindset to achieve outcomes.
The company's tech stack includes TypeScript, React, AI SDK, Postgres, Redis, Clickhouse, Tailwind, infrastructure-as-code tools (CDK, Terraform), Docker, OpenTelemetry, Hono, Drizzle ORM, and Temporal. Cloud infrastructure runs on Cloudflare and AWS, with AI models from OpenAI, Anthropic, and Google.
Career progression: While you can remain a technical support engineer long-term, Hercules is open to transitioning you to full-time software engineering, pre-sales, or post-sales engineering roles after 6–12 months.
Benefits include unlimited AI token budget, flexible vacation policy, healthcare/vision/dental coverage, daily office meals and snacks (for in-office staff), and the promise of doing exceptional work.
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 skills (clear, simple, concise, audience-specific)
- Prior experience in a customer-facing role (sales, pre-sales, customer support, etc.)
- Track record of closing 50+ support tickets per day
- Based in Europe, Middle East, or Africa, or willing to work GMT+2 hours
