Technical Customer Support Engineer (EMEA) - 67681327677

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Role: Technical Customer Support Engineer (EMEA)
Priority Location: Global
Working Hours: 24/7, 365 coverage split across shifts (PST) in different time zones, schedule below
Salary Range: $3,000 - $5,000 USD ($) per month, (The final offer is at the client’s discretion and depends on the candidate’s interview result, skills, and experience.)
Type of contract: Independent Contractor 
Type of job: Remote

About the Role:

We’re hiring a Technical Support Engineer to help the company’s top customers successful build and scale their apps.

Key Responsibilities:

• Help resolve issues with customer apps: The customers are non-technical. When the company’s 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 you’d 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 company’s operating principles?
The company’s 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. We’re 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