Technical Customer Support Engineer

We’re hiring a Technical Support Engineer to help our top customers solve the hardest technical problems in apps built on Hercules. You will handle complex debugging, provide architecture guidance, and unblock high-value users fast.

You should be:

• Strong technically: you can reason about full-stack systems and debug unfamiliar code quickly.
• Customer-oriented: clear communicator who can translate complexity into next steps.
• Fast and thorough: you triage efficiently, reproduce issues, and drive to resolution.
• Product-minded: you turn recurring issues into fixes, docs, and automation.

What will you lead?

• Own escalations: take the most technical support tickets and unblock users quickly
• Deep debugging: reproduce issues, inspect logs, isolate root causes, and propose fixes/workarounds
• Architecture guidance: advise on app structure, data modeling, auth, payments, performance, and deployment patterns
• Incident handling: diagnose platform issues vs user issues, coordinate internally, communicate status clearly
• Knowledge base: write high-signal docs, runbooks, and troubleshooting guides
• Automation: build tooling to detect common failures, generate better diagnostics, and reduce repeat tickets
• Feedback loop: surface product gaps, propose improvements, and help implement fixes where needed
• Strong TypeScript and modern web fundamentals (HTTP, APIs, auth, databases)
• Proven ability to debug production issues (logs, traces, repros, minimal test cases)
• Strong systems thinking: architecture (scalability, reliability, performance, security basics)
• Excellent written communication: concise explanations, clear action plans, good incident updates
• Experience working in a customer facing role (sales, pre-sales, customer support, etc)
• Ideally experience supporting developers or working in a high-velocity product environment