Technical Support Engineer @FansAPI.com

We build tools and infrastructure for businesses working in the creator economy. We are expanding into a single API for multiple creator and social platforms, allowing customers to integrate once and get consistent responses, webhooks, and SDKs.

• Junior developer experience (professional, freelance, or significant personal projects)
• Ability to independently build a working web application end to end (backend, database, simple UI) using AI coding tools
• GitHub profile with projects for review
• Solid understanding of REST APIs including reading docs, debugging requests/responses, and working with JSON
• Strong written and spoken English communication skills
• Experience working in or alongside software development teams
• Comfort using issue tracking tools like Linear to log, track, and escalate bugs
• Familiarity with Stripe payments, subscriptions, and billing issues
• Ability to conduct screen sharing calls and calmly guide customers through technical issues
• Highly organized, self-directed, and comfortable in a small, fast-moving team

Bonus Points For:

• Proficiency in additional human languages beyond English
• Understanding of AI support tools such as chatbots, AI-assisted ticket triage, automated responses
• Familiarity with AI workflow automation agents like Claude Cowork
• Experience with Laravel 13, Inertia, and React
• Familiarity with the Creator ecosystem: creator agencies, CRM tools, fan engagement platforms
• Experience writing or maintaining technical documentation
• Background in developer support, DevRel, or SaaS technical support
• Interest or experience in content writing, community management, or sales-related roles

Build:

• Independently design, build, and maintain a support tool for logging tickets, inquiries, and customer interactions across channels (Telegram, email, etc.)
• Define data models, workflows, statuses, and reporting based on team input
• Integrate with existing stack including Stripe, Linear, Slack, Telegram, and APIs
• Iterate on the tool based on daily use and feedback

Support:

• Provide technical support through Telegram, email, and other channels ranging from quick questions to complex troubleshooting
• Conduct screen sharing sessions to diagnose and guide implementations
• Triage, document bugs, and escalate to development team via Linear
• Maintain documentation including guides, FAQs, troubleshooting articles, and integration examples

Customer Success:

• Handle billing and subscription inquiries and resolve Stripe-related issues
• Onboard new clients and ensure smooth technical integration
• Own the support queue and maintain high response quality
• Collect and relay product feedback to influence the roadmap

AI-Powered Workflows:

• Work with integrated AI to triage and manage support workflows
• Review AI conversations daily, identify issues, and fix root causes
• Improve AI through better prompts, knowledge base content, escalation rules, and guardrails
• Define when AI should respond, ask clarifying questions, or hand off to humans
• Track and report AI performance metrics
• Stay current on AI models and test new approaches against real conversations
• Build automation agents for ticket tagging, bug reproduction, billing lookups, draft replies, and more
• Treat each bad AI answer as a bug to be fixed, not just corrected once

Growth Opportunities:

• Write technical articles and case studies from conversations
• Identify upsell/upgrade potential in support queue
• Spot new development and growth opportunities
• Represent FansAPI in developer communities

The controller of your personal data is Fans Holdings OÜ based in Tallinn, Estonia. Data is processed for recruitment purposes under GDPR and relevant laws. Providing mandatory data is required; additional data is voluntary. Data retention is until recruitment completion or up to 24 months with consent. You have rights to access, rectify, erase, restrict, port, object, and lodge complaints regarding your data. Consent can be withdrawn anytime without affecting prior processing.