Senior Technical Support Engineer, Apollo

• Do you have a background in developer-focused SaaS customer support and a passion for modern API technologies?
• 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.”

Desirable

• 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
• Collaborating with a tight-knit global team and supporting some of the most interesting and innovative projects in the GraphQL space
• 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