Senior Technical Support Engineer (f/m/d) - Remote within GMT+1-4

How you will make an impact

As a Senior Technical Support Engineer at Hygraph, you will be at the forefront of assisting customers who are building amazing websites, apps, and other digital experiences using cutting-edge technologies. As part of the Customer Experience organisation you will be responsible for making sure all users of Hygraph get the help they need, when they need it. By providing this assistance, and escalating issues when necessary to our Product & Engineering teams, you will be building confidence in our customers by making sure that their needs are represented and addressed. Many large customers rely on Hygraph to power their public websites, mobile apps, and other mission-critical parts of their business, thus the role plays a vital role in enabling their success in doing so.

For this role, we are looking for someone who is located within in GMT+1-4 timezones

Hygraph is a collaborative and inclusive space where diverse ideas and backgrounds are welcomed and celebrated.

Some of your tasks and 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.

Requirements

Our expectations from you

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.

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.

• 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.

The Process

• The application is reviewed.

• Intro call with our People Team

• Hiring Manager interview

• Case study and debriefing and interview with colleagues from our Revenue team

• Reference Check and Offer

The response time is usually within 2 weeks for each step. You could expect some alterations when necessary.

About us

Hygraph is a dynamic Berlin-based startup that in its recent round raised $35M in funding. Driven by our core values of innovation, reliability, empowerment, agility, and scalability, Hygraph empowers thousands of developers and content teams to create dynamic digital experiences that engage their customers effortlessly. At Hygraphwe're building a Headless Content Management system (CMS) that provides a flexible and scalable platform for managing and delivering content across various platforms seamlessly. We are trusted to manage content for teams from over 50,000 organizations like Dr. Oetker, Shure, Samsung, Ashley Furniture, Telenor, Philips, and Gamescom.

You will be part of 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.

Hygraph is an equal opportunity employer committed to hiring people with diverse backgrounds. We believe that diversity, unique experiences, qualities, and different cultures enrich our workspace's productivity and promote innovation and creativity.