Senior Technical Support Engineer

Summary

Join Hygraph as a Senior Technical Support Engineer and be at the forefront of assisting customers building amazing websites and apps using cutting-edge technologies. You will ensure all Hygraph users receive timely support, escalating issues to Product & Engineering teams as needed. This role is vital for the success of Hygraph's large customers who rely on the platform for mission-critical business functions. The ideal candidate possesses extensive experience in technical support and modern web technologies, including JavaScript, GraphQL, and various deployment platforms. You will own the support experience across multiple channels, troubleshoot complex issues, advise customers on best practices, and act as a feedback conduit between users and internal teams. This position requires strong communication skills and the ability to thrive in a fast-paced environment.

Requirements

• You have solid hands-on experience with modern web technologies, including JavaScript (strongly preferred), HTML/CSS, and ideally some exposure to TypeScript
• You're comfortable working with GraphQL and tools like Postman, and you understand how authentication and security concepts such as JWT, token scopes, OAuth, and CORS apply in real-world integrations
• Extensive hands-on experience (5+ years) in technical support, solutions engineering, or developer-facing roles within SaaS or API-first platforms
• Strong proficiency with APIs , including experience designing, debugging, or integrating REST or GraphQL endpoints
• Good understanding of modern web architectures and how frontends, backends, and services interact — able to explain complex concepts clearly and produce concise, useful example code when needed
• Comfortable with log analysis , interpreting error stacks, and troubleshooting live environments — can aggregate, filter, and interpret telemetry or support signals
• Strong written and verbal communication skills in English, with a customer-first mindset and the ability to drive resolution while building long-term trust
• Demonstrated ability to thrive in fast-paced, high-growth environments — self-driven, organized, and outcome-focused with a track record of owning issues through to resolution
• You're familiar with common deployment and hosting platforms such as Vercel, Netlify, Cloudflare, and GitHub Actions, and you’ve worked with standard support tooling including Intercom, Jira, Slack, and Notion

Responsibilities

• Owning the support experience across multiple channels (Intercom, Slack, email), ensuring timely, accurate, and empathetic responses to technical inquiries
• Troubleshooting and resolving advanced API, integration, and data modeling issues to support customers in implementing and scaling their solutions
• Advising customers on best practices to get the most value from the Hygraph platform, and actively building rapport through every interaction
• Acting as a feedback conduit between our users and internal teams — capturing, prioritizing, and relaying insights that shape the customer journey and our roadmap
• Partnering closely with Product and Engineering to escalate, troubleshoot, and resolve issues efficiently — and to advocate for the user in technical discussions
• Collaborating with the Customer Success team to drive retention and satisfaction by ensuring a seamless post-sales support experience
• Staying up to date on product developments , release changes, and architectural improvements — and sharing that knowledge with the wider team and customers
• Driving internal improvements by identifying support gaps and working with Product, Docs, or Engineering to address them
• Contributing to customer-facing documentation, internal runbooks, and training content to scale knowledge across the team and community
• Creating and using dashboards to monitor customer usage patterns, surface recurring issues, and proactively identify at-risk accounts
• Designing internal dashboards or support tooling that streamline triage, escalation tracking, and feedback loops across teams

Benefits

• We are a remote-first and globally distributed team who are committed to working collaboratively, transparently, and passionately
• We are an international and friendly team spread across 20 countries
• We believe in a remote-first approach where everyone is encouraged to do their best from wherever they are and work together with transparency, accountability, and ownership
• We learn continuously through feedback and have a yearly learning budget to attend training and conferences