Technical Customer Support Engineer, EMEA

Role overview This is a customer-facing engineering role focused on helping non-technical users successfully build and scale applications powered by an AI agent. The position sits at the intersection of technical support and product engineering, with the expectation that every customer interaction feeds back into improving the underlying platform. It is specifically scoped to candidates based in or willing to work European, Middle Eastern, or African time zones, on a GMT+2 schedule.

Responsibilities - Diagnose and fully resolve issues inside customer applications, including fixing bugs, advising on architecture, and assisting with integrations for users who are not engineers themselves - Translate every recurring customer issue into a platform or AI agent improvement so the same problem does not happen again - Maintain both public and internal documentation, keeping known-issue records and knowledge-base articles up to date - Build automation across the support workflow to handle high volumes of requests efficiently - Serve as the first responder for platform incidents during working hours, including owning public status updates and customer communications

Requirements - Strong hands-on background with TypeScript and React - Solid grasp of modern web application fundamentals including HTTP, APIs, authentication, and databases - Demonstrated ability to debug production issues using logs, traces, reproductions, and minimal test cases - Systems and architecture thinking around scalability, reliability, performance, and basic security - Excellent written communication that is clear, simple, concise, and tailored to the audience - Prior experience in a customer-facing role such as support, pre-sales, or sales - Track record of closing 50 or more tickets per day

Nice to have - Familiarity with Postgres, Redis, ClickHouse, Tailwind, infrastructure-as-code tools (CDK, Terraform), Docker, OpenTelemetry, Hono, Drizzle ORM, and Temporal - Experience operating on Cloudflare and AWS - Exposure to AI model providers such as OpenAI, Anthropic, and Google

Benefits and work setup - Unlimited AI token budget for work use - Flexible "take what you need" vacation policy - Health, vision, and dental coverage - US$60k–$125k base salary plus equity, varying with seniority, equity grant, and location - Clear internal mobility path, with the option to transition into a full-time software engineering, pre-sales, or post-sales engineering role after roughly 6–12 months