Technical Customer Support Engineer, Weekend Coverage

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

📋 Description

• Assist in resolving customer application issues by addressing bugs, providing architectural advice, and facilitating integrations.

• Enhance the foundational platform or AI agent following the resolution of customer-related problems.

• Maintain both public and internal documentation for the knowledge base, which includes known issues.

• Develop automation tools to optimize the support workflow.

• Serve as the primary point of contact for platform incidents during business hours.

• Oversee public status updates and communicate with customers.

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

⛳️ Requirements

• Strong background in TypeScript and React.

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

• Demonstrated capability to debug production issues (logs, traces, reproductions, minimal test cases).

• Strong analytical thinking regarding systems and architecture (scalability, reliability, performance, basic security).

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

• Prior experience in a customer-facing capacity (sales, pre-sales, customer support, etc.).

• Proven history of resolving 50+ tickets daily.

• Residing in North America and/or willing to work standard New York hours.

• Availability to cover weekends from Thursday to Monday, including Saturday and Sunday.

🏝️ Benefits

• Unlimited AI token budget.

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

• Comprehensive healthcare, vision, and dental coverage.

• Daily provision of lunches, dinners, and snacks in the office.

• Equity opportunities.