Technical Customer Support Engineer, North America (Weekend Coverage)

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, concise, audience specific) Prior experience working in a customer facing role (sales, pre-sales, customer support, etc) A track re