Technical Customer Support Engineer, APAC

Role overview

A remote technical support engineering role based in the APAC region, focused on helping non-technical customers build and scale applications on an AI-driven platform. The position combines hands-on debugging, customer communication, and product improvement work, with a path to transition into software engineering, pre-sales, or post-sales engineering after roughly 6-12 months.

Responsibilities

- Resolve issues for customer applications, including bug fixes, architecture advice, and integration support - Improve the underlying platform and AI agent each time a customer issue is fixed, so the same problem does not recur - Maintain the public and internal knowledge base, including documentation of known issues - Build automations that let the support workflow scale to hundreds of customers per day - Act as the first responder for platform incidents during working hours, including managing public status and customer communication

Requirements

- Strong TypeScript and React background - Solid grasp of modern web app fundamentals, including HTTP, APIs, authentication, and databases - Proven ability to debug production issues using logs, traces, repros, and minimal test cases - Systems-level thinking around scalability, reliability, performance, and basic security - Excellent written communication that is clear, simple, and audience-appropriate - Prior customer-facing experience in support, pre-sales, or sales - Track record of closing 50+ support tickets per day - Availability to work standard Sydney hours from Asia, Australia, or the Pacific region

Nice to have

- Familiarity with parts of the stack: TypeScript, React, Postgres, Redis, Clickhouse, Tailwind, Docker, OpenTelemetry, Hono, Drizzle ORM, Temporal, Cloudflare, and AWS - Experience working across multiple AI model providers

Benefits and work setup

- Remote position aligned with standard Sydney hours - Unlimited AI token budget - Take-what-you-need vacation policy - Healthcare, vision, and dental coverage - Reported compensation range of $60k-$120k plus equity, varying with seniority and location