Technical Customer Support Engineer, APAC – Weekend Coverage

This is a fully remote position, open to applicants in Australia, +1 more country.

📋 Description

• Assist in resolving issues related to customer applications, which includes debugging, offering architectural guidance, and facilitating integrations.

• Enhance the foundational platform or AI agent to prevent the recurrence of customer-related issues.

• Sustain both public and internal knowledge-base documentation, encompassing known issues.

• Develop automation solutions to optimize the support workflow.

• Act as the initial point of contact for platform incidents during business hours.

• Oversee public status updates and manage customer communications.

• Work schedule is Thursday through Monday, with Tuesday and Wednesday designated as days off.

⛳️ Requirements

• Solid experience with TypeScript and React.

• Understanding of modern web application principles (HTTP, APIs, authentication, databases).

• Demonstrated ability to troubleshoot production issues (logs, traces, reproductions, and minimal test cases).

• Strong analytical skills in systems and architecture (scalability, reliability, performance, basic security).

• Exceptional written communication skills (clear, concise, simple, and tailored to the audience).

• Previous experience in a customer-facing position (sales, pre-sales, customer support, etc.).

• Proven history of closing over 50 tickets per day.

• Residing in Asia, Australia, or the Pacific, and/or willingness to adhere to standard Sydney working hours.

• Availability for weekend coverage from Thursday to Monday, including Saturdays and Sundays.

🏝️ Benefits

• Unlimited AI token budget.

• Flexible vacation policy allowing you to take what you need.

• Comprehensive healthcare, vision, and dental coverage.

• Complimentary daily lunches, dinners, and snacks in the office.

• Equity opportunities.