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Senior Technical Support Engineer - UK

Apollo Graph

Apollo Graph

IT, Customer Service
United Kingdom · Remote
Posted on Tuesday, April 16, 2024
Do you have a background in developer-focused SaaS customer support and a passion for modern API technologies? Apollo is a leading provider of developer-focused SaaS solutions, specializing in GraphQL technologies. We are expanding our User Advocacy team to support some of the leading companies adopting GraphQL across the EMEA region. As our first support role covering EMEA, this position will be based in the UK.
As a Senior Development Support Engineer at Apollo, you'll have the opportunity to use your top-notch technical problem-solving skills and your knack for delivering exemplary customer service to support some of the leading companies in the EMEA region adopting GraphQL today. You'll collaborate closely with a tight-knit team to support innovative projects in the GraphQL space.
If collaborating with a tight-knit team and supporting some of the most interesting and innovative projects in the GraphQL space today sounds like fun to you, then we’d love to have you join our team as a Senior Development 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 escalate requests to the appropriate team members when required.
  • 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 experience providing customer service for developer 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 comfortable saying, “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 haves

  • Experience with 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 8-5 PM GMT when on-call rotation.

Nice to haves

  • 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.