Technical Customer Support Engineer, EMEA

Remote, South Africa

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 TypeScript and react background

Modern web app fundamentals (HTTP, APIs, auth, databases)

Proven ability to debug production issues (logs, traces, repros, minimal test...