技术客户支持工程师，北美区
Technical Customer Support Engineer, North America
我们寻找什么样的人？
我们正在招聘一名技术支援工程师，帮助我们的顶级客户成功构建和扩展他们的应用。
你将做什么？
- 解决客户应用中的问题：我们的客户是非技术人员。当 Hercules 的 AI 代理出现问题时，他们会陷入困境。你的工作是帮助客户在应用中彻底解决问题，无论是修复 bug、提供架构建议、协助集成等
- 改进我们的产品/平台：每次解决客户应用的问题后，你将更新我们的底层平台或 AI 代理，以确保问题不再发生
- 维护我们的知识库：保持我们的公开和内部文档最新，包括任何已知问题
- 构建自动化流程：自动化你的支持工作流程，以便理论上每天可以帮助数百名客户
- 处理/解决平台事件：在你的工作时间内，成为平台事件的第一联系人。管理公共状态和客户沟通
你需要具备哪些技能？
- 强大的 TypeScript 和 React 背景
- 现代 Web 应用基础（HTTP、APIs、认证、数据库）
- 有调试生产问题的经验（日志、追踪、复现、最小测试用例）
- 强大的系统/架构思维（可扩展性、可靠性、性能、安全基础）
- 优秀的书面沟通能力（清晰、简洁、针对性强）
- 有面向客户的岗位经验（销售、售前、客户支持等）
- 有每天处理 50+ 个工单的记录
你将在哪个时区工作？
此职位仅限居住在北美或愿意按照纽约标准时间工作的人员。请申请其他时区的职位。
Hercules 的技术栈是什么？
- 技术：Typescript、React、AI SDK、Postgres、Redis、Clickhouse、Tailwind、IaC（CDK、Terraform）、Docker、Otel、Hono、Drizzle ORM、Temporal
- 云服务：Cloudflare、AWS
- AI 模型：OpenAI、Anthropic、Google
你将一直担任技术支援工程师吗？
你可以长期担任技术支援工程师。然而，6-12 个月后，我们也可以与你合作，转为全职软件工程师、售前或售后工程师职位。
Hercules 的运营原则是什么？
Hercules 的运营原则指导我们每天的决策。我们非常重视这些原则。大多数原则可以在工作中学习，但我们会特别筛选以下几点
查看英文原文
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 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.
What are Hercules’ benefits?
- Unlimited AI token budget
- Take what you need vacation policy
- Healthcare, vision, and dental
- Daily lunches, dinners and snacks in the office
- We guarantee you will do the best work of your career here
What’s the compensation?
$75k-$150k + equity (variable based on seniority, equity, and location)