Technical Customer Support Engineer (EMEA)

Role:Technical Customer Support Engineer (EMEA)
Priority Location: Global
Working Hours: 24/7 365 coverage split across shift rotations (PST) in different time zones schedule below
Salary Range: $3000 - $5000 USD ($) per month (The final offer is at the clients discretion and depends on the candidates interview result skills and experience.)
Type of contract: Independent Contractor
Type of job: Remote

About the Role:

Were hiring a Technical Support Engineer to help the companys top customers successful build and scale their apps.

Key Responsibilities:

• Help resolve issues with customer apps: The customers are non-technical. When the companys 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 the product/platform: Every time a customer app is fixed you will update the underlying platform or AI agent to make sure the issue never happens again
• Maintain the knowledge base: Keep 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.

Qualifications & Skills:

Required

• 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
• Excellent written and verbal English communication skills

Tech 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 youd like. However the company is 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 the companys operating principles
The companys operating principles guide how decisions are made every day. The company takes them very seriously. Most of the principles can be learned on the job however the company does specifically filter for the following principles in its hiring process:

• We ship. We ship fast iterate and correct mistakes quickly. Our bias for action speeds up our learning and delights our customers.
• 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. Were proud of our work.
• 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.

Shift Working Hours:

Week days (M - F)

• 1x 1AM - 9AM PST
• 1x 9AM - 5PM PST
• 1x 5PM - 1AM PST

Weekend (Sun - Th)

• 1x 1AM - 9AM PST
• 1x 9AM - 5PM PST
• 1x 5PM - 1AM PST