Senior Support Engineer
Skills
JavascriptReact.JsEscalation ProcessGraphqlSystems Engineering
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- Extensive experience with cloud platforms AWS and GCP.
- Strong Kubernetes expertise in managing and troubleshooting large-scale environments.
- Familiarity with CI/CD pipelines and DevOps best practices.
- Basic understanding of GraphQL technology and front-end frameworks like React and JavaScript.
- Ability to read and troubleshoot code in Rust, JavaScript, Java, and React.
- Experience with observability tools like Datadog for performance monitoring.
- 5+ years in technical support or system engineering roles.
- Experience in high-availability support environments including on-call schedules and PagerDuty or similar tools.
- Knowledge of ticketing systems like JSM or Zendesk and support workflows.
- Excellent communication skills to explain complex technical concepts to both technical and non-technical audiences.
- Strong problem-solving abilities with innovative solutions to complex customer issues.
- Customer-focused mindset with dedication to providing world-class support.
Nice to have
- Hands-on experience with GraphQL framework.
- Familiarity with system engineering.
- Experience with SRE practices.
- Experience with distributed teams in international settings.
Day to day
- Provide technical support by troubleshooting issues with Apollo’s GraphQL technology and cloud-based environments.
- Handle ticket management through JSM, ensuring timely responses and resolution.
- Collaborate with front-end developers and platform teams to troubleshoot client APIs and backend issues.
- Perform deep-dive troubleshooting of Kubernetes clusters, AWS, and GCP environments to resolve misconfigurations and performance bottlenecks.
- Participate in escalation processes, managing escalations to Engineering when necessary.
- Work with Professional Services to ensure seamless delivery of solutions.
- Assist in training and onboarding junior support engineers as the team scales.