hercules - Technical Customer Support Engineer, North America

• 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 record closing 50+ tickets a day • What timezone will you work? • This role is specifically for people living in North America and/or willing to work standard New York hours. Please apply to other hours. • What’s Hercules’ stack? • Technologies: Typescript, React, AI SDK, Postgres, Redis, Clickhouse, Tailwind, IaC (CDK, Terraform), Docker, Otel, Hono, Drizzle ORM, Temporal • Clouds: Cloudflare, AWS • AI Models: OpenAI, Anthropic, Google • Will you always be a technical support engineer? • You are welcome to stay as a technical support engineer for as long as you'd like. However, we are open to working with you to transition you to a full time software engineering, pre-sales, or post-sales engineering role after 6-12 months. • What are Hercules’ operating principles? • Hercules’ operating principles guide how we make decisions every day. We take them very seriously. Most of the principles can be learned on the job, however, we do specifically filter for the following principles in our hiring process: • 1. We ship. We ship fast, iterate, and correct mistakes quickly. Our bias for action speeds up our learning and delights our customers. • 2. We strive for excellence. Doing things well is in our DNA. We have good taste. We get the details right. Our outputs are exceptionally simple and self-serve. We’re proud of our work. • 3. We are hungry. We are willing to work hard and break through walls to achieve the outcomes we want. We are willing to operate at any level to get things done. • Is Hercules in-office or remote? • Hercules founding team works in-office in San Francisco (Kearny and Bush). We have a very strong preference for in office. We are open to remote for exceptional candidates who are willing to 1) work in US time zones and 2) travel to the office regularly. • Healthcare, vision, and dental • Daily lunches, dinners and snacks in the office • We guarantee you will do the best work of your career here