Technical Customer Support Engineer, APAC (Weekend Coverage)

Role overview Provide technical support to customers building web applications, with a schedule designed for weekend coverage across Asia-Pacific. You’ll investigate and resolve customer issues, then feed recurring problems back into the product, AI agent, documentation, and support tooling. The role also serves as the first response point for platform incidents during working hours.

Responsibilities - Diagnose and resolve customer app issues, including bugs, architecture questions, and integration problems. - Use fixes and recurring support cases to improve the underlying platform and AI agent. - Maintain public and internal knowledge-base material, including known issues. - Build automations that make support workflows more efficient at high ticket volumes. - Respond to platform incidents, manage status updates, and communicate with customers. - Explain technical guidance clearly to customers who may not have a technical background.

Requirements - Strong TypeScript and React experience, plus familiarity with modern web application fundamentals such as HTTP, APIs, authentication, and databases. - Proven ability to debug production problems using logs, traces, reproductions, and minimal test cases. - Sound systems thinking across scalability, reliability, performance, and basic security. - Clear, concise written communication adapted to the audience. - Previous customer-facing experience, such as support, sales, or pre-sales. - A track record of resolving at least 50 support tickets per day. - Ability to work standard Sydney hours on a Thursday-to-Monday schedule, including weekends, with Tuesday and Wednesday off; the role is intended for people in Asia-Pacific or those able to work those hours.

Nice to have - Experience with technologies in the platform stack, including PostgreSQL, Redis, Docker, AWS, or Cloudflare.

Benefits and work setup - Fully remote, outside US-sanctioned countries, on the stated weekend coverage schedule. - Compensation is listed as $60,000–$120,000 plus equity, varying by seniority, equity, and location. - Benefits include healthcare, vision and dental coverage, a flexible vacation policy, and an unlimited AI-token budget. - A transition to software engineering, pre-sales, or post-sales engineering may be available after six to twelve months.