Technical Customer Support Engineer, North America (Weekend Coverage)

Role overview Support customers building web applications by diagnosing and resolving issues across their apps, integrations, and architecture. You’ll also turn recurring support problems into improvements to the underlying platform, documentation, and support workflows, while helping coordinate platform incidents.

Responsibilities - Investigate customer app problems, reproduce defects, and guide customers through fixes and integrations. - Improve platform behavior and its AI agent based on issues uncovered during support. - Keep public and internal knowledge materials current, including known issues. - Build automations that make support more efficient at high ticket volumes. - Serve as an initial contact for platform incidents during scheduled hours and manage status updates and customer communications.

Requirements - Strong TypeScript and React experience, with a sound grasp of web fundamentals such as HTTP, APIs, authentication, and databases. - Experience diagnosing production issues using logs, traces, reproductions, or focused test cases. - Systems thinking across scalability, reliability, performance, and security basics. - Clear, concise written communication tailored to the audience. - Previous customer-facing experience and a record of resolving more than 50 support tickets per day.

Benefits and work setup - Fully remote role for candidates in North America or able to work standard New York hours, subject to location restrictions in the source description. - Thursday through Monday schedule, including weekends, with Tuesday and Wednesday off. - Compensation listed as $75,000–$150,000 plus equity, varying by seniority, equity, and location. - Benefits include healthcare, vision and dental coverage, flexible vacation, and an unlimited AI token budget. - The role may continue as a support position or transition to software engineering, pre-sales, or post-sales engineering after 6–12 months.