Technical Support Engineer, EMEA (Weekend Coverage)

Role overview Support customers building and scaling web apps by investigating problems, helping resolve them, and improving the product so similar issues are less likely to recur. The role combines hands-on technical troubleshooting, customer communication, workflow automation, and incident response.

Responsibilities - Diagnose and resolve app issues, including bugs, integration problems, and architecture questions. - Turn recurring customer problems into improvements to the underlying platform or AI agent. - Keep public and internal help materials accurate, including documentation of known issues. - Automate support tasks to handle a high volume of customer requests efficiently. - Serve as the first contact for platform incidents during scheduled hours and coordinate status updates and customer communications.

Requirements - Strong experience with TypeScript and React, plus modern web fundamentals such as HTTP, APIs, authentication, and databases. - Ability to investigate production issues using logs, traces, reproductions, and focused test cases. - Sound understanding of system design, including scalability, reliability, performance, and security basics. - Clear, concise written communication tailored to the audience. - Previous customer-facing experience and evidence of handling a high ticket volume, with a stated benchmark of 50 or more resolved tickets per day.

Benefits and work setup - Weekend coverage schedule runs Thursday through Monday, with Tuesday and Wednesday off; Saturday and Sunday are included. Candidates should be based in Europe, the Middle East, or Africa, or be able to work around GMT+2. - The role may remain focused on technical support, or could lead to a transition into software engineering, pre-sales, or post-sales engineering after 6–12 months. - Listed benefits include health, vision, and dental coverage; flexible vacation; and an AI usage budget.