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Senior Technical Support Engineer - West US

Remote:

Full Remote

Contract:

Full time

Experience:

Expert & Leadership (>10 years)

Work from:

California (USA), Minnesota (USA), United States

Offer summary

Qualifications:

8-10+ years in technical support roles, Proficient in JavaScript and TypeScript, Experience with cloud-native technologies, Strong knowledge of ticketing systems.

Key responsabilities:

Resolve customer support tickets efficiently
Engage with engineering teams for escalated issues

Apollo GraphQL Scaleup https://www.apollographql.com/

51 - 200 Employees

See all jobs

Job description

Do you have a background in developer-focused SaaS customer support and a passion for modern API technologies? As the next Senior Technical Support Engineer on Apollo’s Technical Support team, you’ll have the opportunity to use your top-notch technical problem-solving skills and your knack for delivering exemplary customer service to help support some of the leading companies that are adopting GraphQL today.

In this role, you’ll have the opportunity to expand your knowledge of GraphQL, Apollo, and related cloud technologies to serve as a trusted advisor and advocate for customers. You’ll contribute to all aspects of customer support at Apollo, including managing support cases about Apollo’s OSS and SaaS products to completion, contributing to self-serve support documentation, and occasionally supporting customers on live calls.

If collaborating with a tight-knit global team and supporting some of the most interesting and innovative projects in the GraphQL space excites you, read on!

What you'll do

Become well-versed in Apollo OSS and SaaS products to answer a variety of customer inquiries.

Respond to and resolve customer support tickets in Jira Service Management efficiently within the SLAs and maintain positive customer satisfaction ratings.

Prioritize technical support issues based on severity and, when required, escalate requests to the appropriate team members.

Directly engage and collaborate with engineering and product teams to quickly resolve escalated issues.

Perform deep-dive troubleshooting of Kubernetes clusters,AWS, and GCP environments to identify and resolve misconfigurations and performance bottlenecks.

Develop, author, and maintain internal and customer-facing technical support documentation.

Support projects that help streamline and automate customer support processes.

Work 8AM-5PM PT, as well as on-call rotations every 6-8 weeks starting March 2025.

Who you are

You have the technical acumen and aptitude to ramp up on Apollo’s software stack and understand the broader technical contexts in which Apollo’s customers use those products.

8-10+ years experience in technical support supporting developer products or system engineering roles.

Experience working in a high-availability support environment (24/7), including familiarity with on-call schedules and PagerDuty or similar tools.

Strong knowledge of ticketing systems (e.g., Jira Service Management, Salesforce) and support workflows.

Proficient in JavaScript and TypeScript, with experience developing applications using React.

Familiar with the modern cloud-native stack: Docker, Kubernetes, Istio, OpenTelemetry, CI/CD pipelines.

Understanding of SSO/federated authentication methods (SAML, OIDC) and their components.

Excellent written and verbal communication skills, with the ability to explain complex technical concepts to diverse audiences.

You have demonstrable technical problem-solving skills and feel the freedom to candidly say, “I don’t know, but I am going to find out.”

Nice to have

Hands-on experience with GraphQL, especially Apollo Client and Apollo Server.

Familiarity with Apollo Federation and GraphOS.

Development experience in Kotlin or Swift.

Exposure to programming languages like Go or Rust.

At Apollo, we strive to provide competitive, market-informed compensation whilst ensuring consistency within the team in each country. We make hiring decisions based on your skills, experience, and our overall assessment of what we learned during the hiring process.

In addition to the U.S. base salary range, we also provide equity and benefits. Apollo offers all U.S. employees a choice of 3 Anthem Blue Cross medical plans and California residents can also choose from an additional 2 Kaiser medical plans. Dental and Vision benefits are provided by Sun Life Financial.

Location: This is a remote position that can be done from anywhere in the US or Canada working PST hours.

Equal Opportunity: Apollo is proud to be an equal-opportunity workplace dedicated to pursuing and hiring a talented and diverse workforce.

Privacy: California residents applying for positions at Apollo can see our privacy policy here.

E-Verify: Apollo is an E-Verify employer and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. For more information please visit E-Verify.