{"id":497557,"url":"https://alion.io/job/hercules-technical-customer-support-engineer","title":"Technical Customer Support Engineer","company":{"id":456046,"name":"Hercules","domain":"hercules.app","url":"https://alion.io/company/hercules-2","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"D","score":48,"open_postings":24,"ghost_share":0.875,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-09-30T05:45:00Z"}},"role":"Frontend","role_family":"Frontend","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_regions","remote_scope_basis":"board_field","remote_working_hours":{"label":"US time zones","utc_offset_min":-8,"utc_offset_max":-5},"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":["AU","US","DE","FR","GB","AT","BE","BG","HR","CZ","DK","FI","HU","IE","IT","NL","NO","PL","RO","ES","SE","CH","EE","GR","IS","LV","LI","LT","LU","MT","PT","SK","SI"],"hiring_countries_total":33,"salary":{"min":80000,"max":150000,"currency":"USD","period":"year","gross":null,"usd_annual":150000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"TypeScript","optional":false}],"status":"live","first_seen_at":"2026-01-27T03:30:42Z","employer_posted_date":"2026-01-27","last_verified_at":"2026-09-30T11:30:50Z","board_verified":true,"closed_at":null,"days_open":246,"trust":{"level":"ghost","repost_count":0,"flags":["stale","company_stale"],"days_open":246},"description":"What are we looking for?\nWe’re hiring a Technical Support Engineer to help our top customers solve the hardest technical problems in apps built on Hercules. You will handle complex debugging, provide architecture guidance, and unblock high-value users fast.\nYou should be:\nStrong technically: you can reason about full-stack systems and debug unfamiliar code quickly.\n\nCustomer-oriented: clear communicator who can translate complexity into next steps.\n\nFast and thorough: you triage efficiently, reproduce issues, and drive to resolution.\n\nProduct-minded: you turn recurring issues into fixes, docs, and automation.\n\nWhat will you lead?\nOwn escalations: take the most technical support tickets and unblock users quickly\n\nDeep debugging: reproduce issues, inspect logs, isolate root causes, and propose fixes/workarounds\n\nArchitecture guidance: advise on app structure, data modeling, auth, payments, performance, and deployment patterns\n\nIncident handling: diagnose platform issues vs user issues, coordinate internally, communicate status clearly\n\nKnowledge base: write high-signal docs, runbooks, and troubleshooting guides\n\nAutomation: build tooling to detect common failures, generate better diagnostics, and reduce repeat tickets\n\nFeedback loop: surface product gaps, propose improvements, and help implement fixes where needed\n\nWhat skills do we expect you to have?\nStrong TypeScript and modern web fundamentals (HTTP, APIs, auth, databases)\n\nProven ability to debug production issues (logs, traces, repros, minimal test cases)\n\nStrong systems thinking: architecture (scalability, reliability, performance, security basics)\n\nExcellent written communication: concise explanations, clear action plans, good incident updates\n\nExperience working in a customer facing role (sales, pre-sales, customer support, etc)\n\nIdeally experience supporting developers or working in a high-velocity product environment\n\nWill you always be a technical support engineer?\nIf you’d like to, yes. However, after 6-12 months we are open to working with you to transition you to a full time software engineering, pre-sales, or post-sales engineering role\nWhat are Hercules’ operating principles?\nHercules’ operating principles guide how we make decisions every day. We take them very seriously. Most of them are specifically choices that we as a company unique prioritize and so can be learned on the job. However, we do specifically filter for these principles our hiring process:\nWe move with urgency. We ship fast, iterate, and correct mistakes quickly. Our bias for action speeds our learning and delights our customers.\n\nWe 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.\n\nWe 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. We are politely relentless.\n\nIs Hercules in-office or remote?\nHercules 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 in US time zones who would be willing/able to travel to the office regularly.\nWhat are Hercules’ benefits?\nHealthcare, vision, and dental\n\nUse whatever AI productivity tools you’d like\n\nTake what you need vacation policy\n\nDaily lunches, dinners and snacks in the office\n\nWe guarantee you will do the best work of your career here\n\nWhat’s the compensation?\n$80k-$175k USD + equity (depends on seniority, equity, and location)","description_format":"text","description_chars":3610,"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":["Equity"],"hiring_locations":[{"name":"Australia","iso":"AU","kind":"country"},{"name":"United States","iso":"US","kind":"country"},{"name":"Germany","iso":"DE","kind":"region"},{"name":"France","iso":"FR","kind":"region"},{"name":"United Kingdom","iso":"GB","kind":"region"},{"name":"Austria","iso":"AT","kind":"region"},{"name":"Belgium","iso":"BE","kind":"region"},{"name":"Bulgaria","iso":"BG","kind":"region"},{"name":"Croatia","iso":"HR","kind":"region"},{"name":"Czech Republic","iso":"CZ","kind":"region"},{"name":"Denmark","iso":"DK","kind":"region"},{"name":"Finland","iso":"FI","kind":"region"},{"name":"Hungary","iso":"HU","kind":"region"},{"name":"Ireland","iso":"IE","kind":"region"},{"name":"Italy","iso":"IT","kind":"region"},{"name":"Netherlands","iso":"NL","kind":"region"},{"name":"Norway","iso":"NO","kind":"region"},{"name":"Poland","iso":"PL","kind":"region"},{"name":"Romania","iso":"RO","kind":"region"},{"name":"Spain","iso":"ES","kind":"region"},{"name":"Sweden","iso":"SE","kind":"region"},{"name":"Switzerland","iso":"CH","kind":"region"},{"name":"Estonia","iso":"EE","kind":"region"},{"name":"Greece","iso":"GR","kind":"region"},{"name":"Iceland","iso":"IS","kind":"region"},{"name":"Latvia","iso":"LV","kind":"region"},{"name":"Liechtenstein","iso":"LI","kind":"region"},{"name":"Lithuania","iso":"LT","kind":"region"},{"name":"Luxembourg","iso":"LU","kind":"region"},{"name":"Malta","iso":"MT","kind":"region"},{"name":"Portugal","iso":"PT","kind":"region"},{"name":"Slovakia","iso":"SK","kind":"region"},{"name":"Slovenia","iso":"SI","kind":"region"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Search Engine Optimization (SEO)"],"lifecycle":[{"event":"open","at":"2026-09-07T07:21:11Z"}],"liveness":{"score":3,"band":"cold","label":"Long shot","p_open":1,"p_active":0.101,"p_room":0.28,"age_days":246,"expected_fill_days":25,"reasons":["conf:13","stale_co","ghost","win:tail","crowd:"],"computed_at":"2026-09-30T05:45:00Z"},"pay":{"stated_usd_annual":150000,"is_top_pay":false},"html_url":"https://alion.io/job/hercules-technical-customer-support-engineer","json_url":"https://alion.io/job/hercules-technical-customer-support-engineer.json","meta":{"generated_at":"2026-10-01T00:22:06Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":407,"day_limit":5000,"remaining_today":4593,"minute_limit":60,"resets_at":"2026-10-02T00:00:00Z"}}}