Senior Technical Support Engineer

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 efficiently while maintaining positive customer satisfaction ratings
• Prioritize customer 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 reported bugs
• Develop, author, and maintain internal and customer-facing technical support documentation
• Support projects that help streamline and automate customer support processes

About you

• 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
• You thrive in a fast-paced, collaborative work environment and are driven to deliver successful outcomes for customers as efficiently as possible
• 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.”
• Customers and internal team members recognize you as a sincere communicator who strives to deliver results

Must have

• Experience providing customer service for developer products
• Proficiency in JavaScript and TypeScript, with experience in developing applications using React
• Familiarity with the modern cloud-native stack: Docker, Kubernetes, Istio, OpenTelemetry, CI/CD
• Familiarity with SSO/federated authentication methods (SAML, OIDC) and their components
• Excellent written and verbal communication skills with the ability to convey complex technical concepts to diverse audiences
• Ability to work 8-5PM PT when on-call rotation

Huge plus

• Experience with GraphQL (ideally, Apollo Client and Apollo Server)
• Experience with Apollo Federation and GraphOS
• Experience with Kotlin or Swift
• Experience with Go or Rust