74 applicants

Company

Apollo GraphQL · 11 hours ago

Senior Technical Support Engineer - West US

United States (remote)

Full-time

Remote

Senior Level, Lead/Staff

$123K/yr - $145K/yr

8+ years exp

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Responsibilities

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.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

GraphQLTechnical SupportJavaScriptTypeScriptKubernetesAWSGCPReactDockerSSOJira Service ManagementIstioOpenTelemetryCI/CD pipelinesSAMLOIDCSalesforceTechnical Problem-SolvingGraphQL ClientGraphQL ServerApollo FederationGraphOSKotlinSwiftGoRust

Required

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.'

Preferred

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.

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.