Offer summary

Qualifications:

Proven experience in technical support or a related field, preferably in a SaaS environment., Strong understanding of APIs, integrations, and data modeling., Excellent communication skills with a focus on customer service and empathy., Ability to work collaboratively with cross-functional teams, including Product and Engineering..

Key responsibilities:

Manage the support experience across various channels, ensuring timely and accurate responses.

Troubleshoot and resolve complex technical issues for customers.

Act as a liaison between customers and internal teams to relay feedback and insights.

Collaborate with the Customer Success team to enhance customer retention and satisfaction.

Job description

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.