Fans Holdings OÜ

Technical Support Engineer @FansAPI.com

2000 - 5000 USD/ mies./ mies.UoPUmowa o pracę (brutto)

MidZdalnie·PragueFull-time·Umowa o pracę

#457071·Dodano 22 dni temu·38

Źródło: justjoin.it

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Tech Stack / Keywords

APIJSONLaravelInertiaReact

Podsumowanie oferty

This role is for a Technical Support Engineer who will be the first point of contact for customers, handling integration questions, troubleshooting, billing inquiries, and product feedback. The engineer will build and maintain support tools, provide customer support via multiple channels, handle billing and onboarding, and continuously improve AI-powered support workflows. The position focuses on problem-solving, communication, and bridging customers and the development team while being a growth opportunity.

Wymagania

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

Obowiązki

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

Benefity

Competitive pay and bonus opportunities
Work with experienced developers who have built real companies
No micromanagement and asynchronous culture
Fully remote work
Real growth potential beyond the support role

Inne informacje

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.

Fans Holdings OÜ

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