{"id":3552039,"url":"https://alion.io/job/hercules-technical-support-engineer-emea-weekend-coverage","title":"Technical Support Engineer, EMEA (Weekend Coverage)","company":{"id":456046,"name":"Hercules","domain":"hercules.app","url":"https://alion.io/company/hercules-2","size_band":"11-50","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"A","score":95,"open_postings":5,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":220,"computed_at":"2026-11-01T06:10:25Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":"contractor","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":[],"countries":[],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":60000,"max":120000,"currency":"USD","period":"year","gross":null,"usd_annual":120000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AI Agents","optional":false},{"name":"Anthropic","optional":false},{"name":"AWS","optional":false},{"name":"ClickHouse","optional":false},{"name":"Cloudflare","optional":false},{"name":"Docker","optional":false},{"name":"OpenAI","optional":false},{"name":"PostgreSQL","optional":false},{"name":"Redis","optional":false},{"name":"Tailwind CSS","optional":false},{"name":"Terraform","optional":false},{"name":"TypeScript","optional":false},{"name":"Vercel AI SDK","optional":false}],"status":"live","first_seen_at":"2026-10-30T20:12:25Z","employer_posted_date":"2026-10-30","last_verified_at":"2026-11-01T20:45:22Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"What are we looking for?\nWe're hiring a Technical Support Engineer for weekend coverage (Thursday to Monday) to help our top customers successfully build and scale their apps.\nWhat will you do?\nHelp 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\n\nImprove 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\n\nMaintain our knowledge base: Keep our public and internal documents up to date, including any known issues\n\nBuild automations: Automate your support workflow so you can theoretically help hundreds of customers a day\n\nHelp handle/resolve platform incidents: Be the first point of call for platform incidents during your working hours. Manage public status and customer communication.\n\nWhat skills will you have?\nStrong TypeScript and React background\n\nModern web app fundamentals (HTTP, APIs, auth, databases)\n\nProven ability to debug production issues (logs, traces, repros, minimal test cases)\n\nStrong systems/architecture thinking (scalability, reliability, performance, security basics)\n\nExcellent written communication (clear, simple, concise, audience specific)\n\nPrior experience working in a customer facing role (sales, pre-sales, customer support, etc)\n\nA track record closing 50+ tickets a day\n\nWhat timezone will you work?\nThis role is specifically for people living in Europe, the middle east, or Africa and/or willing to work GMT+2 hours. This is a weekend coverage role: you'll work Thursday through Monday, including Saturday and Sunday, with Tuesday and Wednesday off. Please apply to our other Technical Customer Support Engineer roles if you're looking for a Monday to Friday schedule.\nWhat’s Hercules’ stack?\nTechnologies: TypeScript, React, AI SDK, Postgres, Redis, Clickhouse, Tailwind, IaC (CDK, Terraform), Docker, Otel, Hono, Drizzle ORM, Temporal\n\nClouds: Cloudflare, AWS\n\nAI Models: OpenAI, Anthropic, Google\n\nWill you always be a technical support engineer?\nYou 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.\nWhat are Hercules’ operating principles?\nHercules’ 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:\nWe ship. We ship fast, iterate, and correct mistakes quickly. Our bias for action speeds up 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.\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. 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