Apollo GraphQL is hiring a
Senior Technical Support Engineer

Summary

The job is for a Senior Technical Support Engineer at Apollo's User Advocacy team, who will use technical problem-solving skills and customer service abilities to help support companies adopting GraphQL. The role involves managing support cases, contributing to documentation, and occasionally supporting customers on live calls.

Requirements

• 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

Responsibilities

• 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

Preferred Qualifications

• 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

Benefits

• Competitive, market-informed compensation
• Equity
• Choice of 3 Anthem Blue Cross medical plans for U.S. employees
• Dental and Vision benefits provided by Sun Life Financial
• Position can be done from anywhere in the US, but will be working with PST time zones
• Light to medium travel - 1-2x per quarter