Technical Customer Support Engineer

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

📋 Description

• Address customer application issues by resolving bugs, providing architectural guidance, and assisting with integrations.

• Enhance the core platform or AI agent to prevent reoccurrence of customer issues.

• Update and maintain both public and internal knowledge-base documentation, including documentation of known issues.

• Create automations to optimize the support workflow for scalability.

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

• Oversee public status updates and manage communication with customers.

• Opportunity to transition into a full-time software engineering, pre-sales, or post-sales engineering position after 6–12 months.

⛳️ Requirements

• Strong background in TypeScript and React.

• Understanding of modern web application fundamentals, including HTTP, APIs, authentication, and databases.

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

• Proficient in systems and architectural thinking, with a focus on scalability, reliability, performance, and security fundamentals.

• Exceptional written communication skills.

• Previous experience in a customer-facing role such as sales, pre-sales, or customer support.

• Proven track record of resolving over 50 tickets per day.

• Residing in Asia, Australia, or the Pacific, and/or willing to work standard Sydney hours.

• Open to working in US time zones and traveling to the San Francisco office regularly for exceptional remote candidates.

🏝️ Benefits

• Unlimited AI token budget.

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

• Comprehensive healthcare, vision, and dental coverage.

• Daily lunches, dinners, and snacks provided in the office.

• Equity options available.