IT Support Engineer

Who we are

We build tools and infrastructure for businesses working in the creator economy. We're profitable, growing 20-30% month over month. Experienced lean startup team with half a dozen 7-figure exits in the industry.

We're expanding into a single API for multiple creator and social platforms. Customers should be able to integrate once and get consistent responses, webhooks and SDKs.

Who we are looking for

We're looking for a do-it-all support engineer who loves solving problems, communicating clearly, and helping developers ship faster. You'll be the first point of contact for our customers - handling everything from quick integration questions to in-depth troubleshooting, billing inquiries, and product feedback - and a key bridge between our users and the development team across our products. 🛠️

This role isn't just a support queue. We see it as a growth seat - and we're not big on micromanaging how you run it. The person closest to our customers' problems is also best positioned to write the content that prevents them, promote what we're building, and spot expansion opportunities with the accounts they already talk to every day. If you're comfortable owning that end-to-end and turning recurring headaches into content, promo, and pipeline, you're our kind of person. How far you take it is largely up to you. 📈

Preferred Location: Remote • Full-Time • (Candidates based in Czech Republic, Ukraine, Poland, or the UK preferred, office in Prague).

What You’ll Work On

1. Build
   • Independently design, build, and maintain our support tool to log tickets, custom inquiries, and customer interactions across channels (Telegram, email, etc.)
   • Define the data model, workflows, statuses, and reporting with input from the team
   • Integrate with our existing stack (Stripe, Linear, Slack, Telegram and our APIs)
   • Iterate on the tool based on your own daily use and team feedback
2. Support
   • Provide technical support via Telegram, email, and other channels - from quick questions to complex troubleshooting
   • Conduct screen sharing sessions to diagnose issues and guide implementation
   • Triage and document bugs, escalate to the development team via Linear
   • Maintain documentation - guides, FAQs, troubleshooting articles, and integration examples
3. Customer Success
   • Handle billing and subscription inquiries, 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 shape the roadmap
4. AI-Powered Workflows
   • Work with our integrated AI to triage and handle support workflows
   • Own the quality of our AI support: review AI conversations daily, find where it gets things wrong, vague, or off-tone, and fix the root cause
   • Continuously improve the AI through better prompts, knowledge base content, escalation rules, and guardrails
   • Define when the AI should answer, when it should ask a clarifying question, and when it should hand off to a human
   • Track and report on AI performance: resolution rate, handoff rate, accuracy, customer satisfaction, and recurring failure patterns
   • Stay current on AI models and tooling, and test new models, features, and approaches against real support conversations to decide what is worth adopting
   • Build agents for further automation (ticket tagging, bug reproduction, billing lookups, draft replies, and more)
   • Treat every bad AI answer as a bug to be understood and fixed, not just corrected once
5. Growth Opportunities
   • Write technical articles and case studies from conversations
   • Spot upsell/upgrade potential in the support queue
   • Spot new development and growth opportunities
   • Represent FansAPI in developer communities as a knowledgeable presence

What You Bring:

Essential Skills:

✅ Junior developer experience (professional, freelance, or substantial personal projects)

✅ Ability to independently build a working web application end to end (backend, database, and a simple UI) using AI coding tools

✅ GitHub profile with projects we can review

✅ Solid understanding of REST APIs - reading API docs, debugging requests/responses, and working with JSON

✅ Strong written and spoken english communication skills -clear, concise, and professional

✅ Experience working in or alongside a software development team

✅ Comfort using Linear (or similar issue tracking tools) to log, track, and escalate bugs

✅ Familiarity with Stripe - subscriptions, payment flows, and common billing issues

✅ Ability to jump on screen sharing calls and calmly guide customers through technical issues

✅ Highly organised, self-directed, and comfortable operating in a small, fast-moving team

Bonus Points For:

⭐️ Proficiency in additional languages beyond English - any language is a plus given our international customer base

⭐️ Understanding of AI support tools and how they’re used in customer-facing workflows (chatbots, AI-assisted ticket triage, automated responses, and knowing where human handoff matters)

⭐️ Familiarity with Claude Cowork or similar AI workflow automation agents

⭐️ Experience with Laravel 13, Inertia, and React

⭐️ Familiarity with the Creator ecosystem - creator agencies, CRM tools, or fan engagement platforms

⭐️ Experience writing or maintaining technical documentation

⭐️ Background in developer support, DevRel, or SaaS technical support

⭐️ Interest or prior experience in content writing, community management, or outbound/inside sales - you don't need expertise, just genuine interest in growing in that direction

Why Join Us?

• Small team, big impact
• Competitive pay + bonus opportunities
• Work with experienced devs who’ve built real companies
• No micromanagement, async culture, fully remote
• Real room to grow - your trajectory isn’t capped at “support.”