Technical Support Engineer, TypeScript, React

This is a fully remote position, open to applicants in South Africa, +3 more countries.

📋 Description

• Assist premier clients of a rapidly expanding AI application builder in effectively constructing and scaling their applications.

• Troubleshoot actual production issues in customer applications.

• Address bugs, provide architectural advice, and resolve integration challenges.

• Clearly articulate problems and solutions to non-technical clients.

• Manage a high volume of customer support tickets while maintaining quality standards.

• Update the foundational platform or AI agent to mitigate recurring problems.

• Recognize trends across support tickets and highlight product deficiencies.

• Work collaboratively with the engineering team to deploy and validate solutions.

• Keep both public and internal documentation up to date, including known issues.

• Create clear guides and responses tailored to specific audiences.

• Transform frequently asked questions into self-service resources.

• Automate support processes utilizing tools, scripts, and AI-assisted workflows.

• Act as the primary contact for platform incidents during business hours.

• Oversee the public status page and communicate with customers during incidents.

• Coordinate incident diagnosis and resolution with the engineering team, providing updates until closure.

⛳️ Requirements

• Strong background in TypeScript and React.

• Solid understanding of modern web application principles, including HTTP, APIs, authentication, and databases.

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

• Strong analytical skills in systems and architecture, encompassing scalability, reliability, performance, and security fundamentals.

• Exceptional written communication skills that are clear, concise, and tailored to the audience.

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

• Proven track record of resolving 50 or more tickets daily.

• A proactive approach to shipping quickly, iterating, and correcting mistakes efficiently.

• Attention to detail and a preference for producing simple, self-service solutions.

• A strong work ethic and eagerness to tackle challenges at any level.

• Availability to work during standard Sydney business hours.

• Nice to have: familiarity with Postgres, Redis, ClickHouse, Hono, Drizzle ORM, Temporal, or Tailwind.

• Nice to have: experience with Cloudflare or AWS and infrastructure as code tools like CDK or Terraform.

• Nice to have: experience in building applications using AI SDKs and LLM-based technologies.

• Nice to have: background in developing automations or internal tools to enhance support functions.

• Nice to have: experience in managing platform incidents and public status communications.

• Nice to have: experience providing support to non-technical or small business clients.

• Updated resume is mandatory.

• GitHub profile or examples of previous work, if available.

• A short Loom video (1 to 2 minutes) is required; candidates who submit this video will progress to the next step.

🏝️ Benefits

• Paid Time Off in accordance with company policy.

• Observance of Holidays as per company guidelines.

• 100% remote work environment.

• Compensation in USD, paid bi-monthly (on the 15th and 30th).

• Clear pathway to transition into software engineering, pre-sales engineering, or post-sales engineering after 6 to 12 months.

• Opportunity to work on a modern technology stack with AI at the core of the product, across various cloud providers and AI models.