We're looking for a Technical Support Engineer to help the top customers of a fast-growing AI app builder successfully build and scale their apps. The platform lets business owners describe the software they need in plain language and get a working product. Those customers are not technical, so when the platform's AI agent fails them, they are stuck. You are the person who gets them unstuck, whether that means fixing a bug, advising on architecture, or sorting out an integration.
This is a support role for engineers. You will debug real production issues in customer apps, then take what you learn and fix the underlying platform or AI agent so the same issue never happens again. You will also build automations so your support workflow can scale to hundreds of customers a day. If you are a strong TypeScript and React engineer who likes talking to customers, moves fast, and cares about getting the details right, this role is a strong fit.
Why You'll Want to Join
You will be paid in USD (bi-monthly: every 15th and 30th)
Paid Time Off in accordance with company policy
Observance of Holidays per company guidelines
100% remote setup so you can work wherever you're most productive
This role requires working standard Sydney business hours
Work on a modern stack with AI at the core of the product, across multiple cloud providers and AI models
Stay in the role as long as you like, with an open path to transition into software engineering, pre-sales engineering, or post-sales engineering after 6 to 12 months
What You'll Work On
Customer App Resolution
Fully resolve issues with customer apps, from fixing bugs to advising on architecture to helping with integrations
Work with non-technical customers and explain problems and fixes in clear, simple language
Debug production issues using logs, traces, repros, and minimal test cases
Close tickets at high volume without sacrificing quality or leaving customers half-helped
Product and Platform Improvement
Turn every customer fix into a platform improvement by updating the underlying platform or AI agent so the issue does not recur
Spot patterns across tickets and flag the product gaps that cause the most customer pain
Work with the engineering team to ship fixes quickly and verify they work
Knowledge Base and Documentation
Keep public and internal documentation up to date, including known issues
Write guides and answers that are clear, concise, and tailored to the audience
Turn repeated questions into self-serve resources
Support Automation
Automate your support workflow so you can help hundreds of customers a day
Build tooling, scripts, and AI-assisted workflows that cut repetitive work and speed up resolution
Continuously improve how support runs rather than just working the queue
Incident Response
Be the first point of contact for platform incidents during your working hours
Manage the public status page and customer communication during incidents
Coordinate with engineering on diagnosis and resolution, and follow up with clear updates until it is closed
What You Bring
Strong TypeScript and React background
Solid modern web app fundamentals including HTTP, APIs, authentication, and databases
Proven ability to debug production issues using logs, traces, repros, and minimal test cases
Strong systems and architecture thinking, including scalability, reliability, performance, and security basics
Excellent written communication that is clear, simple, concise, and specific to the audience
Prior experience in a customer-facing role such as support, sales, or pre-sales
A track record of closing 50 or more tickets a day
A bias to ship fast, iterate, and correct mistakes quickly
Good taste and attention to detail, with pride in work that is simple and self-serve
Hunger and a willingness to work hard and operate at any level to get things done
Available to work standard Sydney business hours
Nice to Have
Experience with Postgres, Redis, ClickHouse, Hono, Drizzle ORM, Temporal, or Tailwind
Experience with…