Technical Customer Support Engineer

What are we looking for? We’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. You should be: Strong technically: you can reason about full-stack systems and debug unfamiliar code quickly. Customer-oriented: clear communicator who can translate complexity into next steps. Fast and thorough: you triage efficiently, reproduce issues, and drive to resolution. Product-minded: you turn recurring issues into fixes, docs, and automation. What will you lead? Own escalations: take the most technical support tickets and unblock users quickly Deep debugging: reproduce issues, inspect logs, isolate root causes, and propose fixes/workarounds Architecture guidance: advise on app structure, data modeling, auth, payments, performance, and deployment patterns Incident handling: diagnose platform issues vs user issues, coordinate internally, communicate status clearly Knowledge base: write high-signal docs, runbooks, and troubleshooting guides Automation: build tooling to detect common failures, generate better diagnostic…