{"id":2450650,"url":"https://alion.io/job/fans-api-technical-support-engineer-fansapi-com","title":"Technical Support Engineer @FansAPI.com","company":{"id":4429060,"name":"Fans API","domain":"fansapi.com","url":"https://alion.io/company/fans-api","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":["Czech Republic"],"countries":["CZ"],"hiring_countries":["CZ","PL","UA"],"hiring_countries_total":3,"salary":null,"salary_estimate":{"min_usd":16500,"max_usd":42000,"period":"year","method":"role_country_seniority_unknown","sample_n":21},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"GitHub","optional":false},{"name":"Rest API","optional":false},{"name":"Slack","optional":false},{"name":"Stripe","optional":false},{"name":"Telegram","optional":false},{"name":"Claude","optional":true},{"name":"Laravel","optional":true},{"name":"PHP","optional":true}],"status":"live","first_seen_at":"2026-10-13T11:39:36Z","employer_posted_date":null,"last_verified_at":"2026-10-13T11:39:36Z","board_verified":false,"closed_at":null,"days_open":0,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":0},"description":"Who we are\nWe build tools and infrastructure for businesses working in the creator economy. We're profitable, growing 20-30% month over month. Experienced lean startup team with half a dozen 7-figure exits in the industry.\nWe're expanding into a single API for multiple creator and social platforms. Customers should be able to integrate once and get consistent responses, webhooks and SDKs.\nWho we are looking for\nWe're looking for a do-it-all support engineer who loves solving problems, communicating clearly, and helping developers ship faster. You'll be the first point of contact for our customers - handling everything from quick integration questions to in-depth troubleshooting, billing inquiries, and product feedback - and a key bridge between our users and the development team across our products. 🛠️\nThis role isn't just a support queue. We see it as a growth seat - and we're not big on micromanaging how you run it. The person closest to our customers' problems is also best positioned to write the content that prevents them, promote what we're building, and spot expansion opportunities with the accounts they already talk to every day. If you're comfortable owning that end-to-end and turning recurring headaches into content, promo, and pipeline, you're our kind of person. How far you take it is largely up to you. 📈\nPreferred Location: Remote • Full-Time • (Candidates based in Czech Republic, Ukraine, Poland, or the UK preferred, office in Prague).\nWhat You’ll Work On\nBuild\nIndependently design, build, and maintain our support tool to log tickets, custom inquiries, and customer interactions across channels (Telegram, email, etc.)\n\nDefine the data model, workflows, statuses, and reporting with input from the team\n\nIntegrate with our existing stack (Stripe, Linear, Slack, Telegram and our APIs)\n\nIterate on the tool based on your own daily use and team feedback\n\nSupport\nProvide technical support via Telegram, email, and other channels - from quick questions to complex troubleshooting\n\nConduct screen sharing sessions to diagnose issues and guide implementation\n\nTriage and document bugs, escalate to the development team via Linear\n\nMaintain documentation - guides, FAQs, troubleshooting articles, and integration examples\n\nCustomer Success\nHandle billing and subscription inquiries, resolve Stripe-related issues\n\nOnboard new clients and ensure smooth technical integration\n\nOwn the support queue and maintain high response quality\n\nCollect and relay product feedback to shape the roadmap\n\nAI-Powered Workflows\nWork with our integrated AI to triage and handle support workflows\n\nOwn the quality of our AI support: review AI conversations daily, find where it gets things wrong, vague, or off-tone, and fix the root cause\n\nContinuously improve the AI through better prompts, knowledge base content, escalation rules, and guardrails\n\nDefine when the AI should answer, when it should ask a clarifying question, and when it should hand off to a human\n\nTrack and report on AI performance: resolution rate, handoff rate, accuracy, customer satisfaction, and recurring failure patterns\n\nStay current on AI models and tooling, and test new models, features, and approaches against real support conversations to decide what is worth adopting\n\nBuild agents for further automation (ticket tagging, bug reproduction, billing lookups, draft replies, and more)\n\nTreat every bad AI answer as a bug to be understood and fixed, not just corrected once\n\nGrowth Opportunities\nWrite technical articles and case studies from conversations\n\nSpot upsell/upgrade potential in the support queue\n\nSpot new development and growth opportunities\n\nRepresent FansAPI in developer communities as a knowledgeable presence\n\nWhat You Bring:\nEssential Skills:\n✅ Junior developer experience (professional, freelance, or substantial personal projects)\n✅ Ability to independently build a working web application end to end (backend, database, and a simple UI) using AI coding tools\n✅ GitHub profile with projects we can review\n✅ Solid understanding of REST APIs - reading API docs, debugging requests/responses, and working with JSON\n✅ Strong written and spoken english communication skills -clear, concise, and professional\n✅ Experience working in or alongside a software development team\n✅ Comfort using Linear (or similar issue tracking tools) to log, track, and escalate bugs\n✅ Familiarity with Stripe - subscriptions, payment flows, and common billing issues\n✅ Ability to jump on screen sharing calls and calmly guide customers through technical issues\n✅ Highly organised, self-directed, and comfortable operating in a small, fast-moving team\nBonus Points For:\n⭐️ Proficiency in additional languages beyond English - any language is a plus given our international customer base\n⭐️ Understanding of AI support tools and how they’re used in customer-facing workflows (chatbots, AI-assisted ticket triage, automated responses, and knowing where human handoff matters)\n⭐️ Familiarity with Claude Cowork or similar AI workflow automation agents\n⭐️ Experience with Laravel 13, Inertia, and React\n⭐️ Familiarity with the Creator ecosystem - creator agencies, CRM tools, or fan engagement platforms\n⭐️ Experience writing or maintaining technical documentation\n⭐️ Background in developer support, DevRel, or SaaS technical support\n⭐️ Interest or prior experience in content writing, community management, or outbound/inside sales - you don't need expertise, just genuine interest in growing in that direction\nWhy Join Us?\nSmall team, big impact\n\nCompetitive pay + bonus opportunities\n\nWork with experienced devs who’ve built real companies\n\nNo micromanagement, async culture, fully remote\n\nReal room to grow - your trajectory isn’t capped at “support.”\n\nHow to Apply:\nSend your resume/LinkedIn.\nReady to tackle exciting challenges and help us redefine the possibilities in API development? Apply today!","description_format":"text","description_chars":5892,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Growth opportunities"],"hiring_locations":[{"name":"Czech Republic","iso":"CZ","kind":"country"},{"name":"Poland","iso":"PL","kind":"country"},{"name":"Ukraine","iso":"UA","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-13T14:40:15Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":27,"reasons":["seen:0","win:early"],"computed_at":"2026-10-13T22:53:04Z"},"pay":null,"html_url":"https://alion.io/job/fans-api-technical-support-engineer-fansapi-com","json_url":"https://alion.io/job/fans-api-technical-support-engineer-fansapi-com.json","meta":{"generated_at":"2026-10-13T22:53:04Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":34925,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-14T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4429060},"rest":"https://alion.io/mcp/rest/get_company?id=4429060"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ffans-api-technical-support-engineer-fansapi-com"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ffans-api-technical-support-engineer-fansapi-com"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ffans-api-technical-support-engineer-fansapi-com"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/fans-api-technical-support-engineer-fansapi-com\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ffans-api-technical-support-engineer-fansapi-com"}]}