Technical Customer Support Engineer

This is a fully remote position, open to applicants in Europe.

📋 Description

• Assist in resolving issues related to customer applications, which includes fixing bugs, providing architectural advice, and aiding in integrations.

• Enhance the core platform or AI agent to prevent the recurrence of resolved issues.

• Maintain both public and internal knowledge base documents, which encompass known issues.

• Develop automations to optimize support workflows.

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

• Oversee public status updates and manage customer communications.

• May transition to software engineering, pre-sales engineering, or post-sales engineering roles after 6-12 months.

⛳️ Requirements

• Strong background in TypeScript and React.

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

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

• Strong systems and architecture mindset, covering scalability, reliability, performance, and security basics.

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

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

• Proven track record of resolving 50+ tickets daily.

• Residing in Europe, the Middle East, or Africa and/or willingness to work during GMT+2 hours.

• Openness to travel to the San Francisco office regularly for exceptional remote candidates operating in US time zones.

🏝️ Benefits

• Unlimited budget for AI tokens.

• Vacation policy that allows you to take what you need.

• Comprehensive healthcare, vision, and dental coverage.

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

• Potential opportunity to transition to a full-time role in software engineering, pre-sales, or post-sales engineering after 6-12 months.