Senior Technical Support Engineer - UK

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.