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Do you have a background in developer-focused SaaS customer support and a passion for modern API technologies? As the next Senior Technical Support Engineer on Apollo’s Technical Support team, you’ll have the opportunity to use your top-notch technical problem-solving skills and your knack for delivering exemplary customer service to help support some of the leading companies that are adopting GraphQL today. In this role, you’ll have the opportunity to expand your knowledge of GraphQL, Apollo, and related cloud technologies to serve as a trusted advisor and advocate for customers. You’ll contribute to all aspects of customer support at Apollo, including managing support cases about Apollo’s OSS and SaaS products to completion, contributing to self-serve support documentation, and occasionally supporting customers on live calls. If collaborating with a tight-knit global team and supporting some of the most interesting and innovative projects in the GraphQL space excites you, read on!<h3>What you'll do</h3> <ul> <li>Become well-versed in Apollo OSS and SaaS products to answer a variety of customer inquiries.</li> <li>Respond to and resolve customer support tickets in Jira Service Management efficiently within the SLAs and maintain positive customer satisfaction ratings.</li> <li>Prioritize technical support issues based on severity and, when required, escalate requests to the appropriate team members.</li> <li>Directly engage and collaborate with engineering and product teams to quickly resolve escalated issues.</li> <li>Perform deep-dive troubleshooting of Kubernetes clusters,AWS, and GCP environments to identify and resolve misconfigurations and performance bottlenecks.</li> <li>Develop, author, and maintain internal and customer-facing technical support documentation.</li> <li>Support projects that help streamline and automate customer support processes.</li> <li>Work 8AM-5PM PT, as well as on-call rotations every 6-8 weeks starting March 2025.</li> </ul><h3>Who you are</h3> <ul> <li>You have the technical acumen and aptitude to ramp up on Apollo’s software stack and understand the broader technical contexts in which Apollo’s customers use those products.</li> <li>8-10+ years experience in technical support supporting developer products or system engineering roles.</li> <li>Experience working in a high-availability support environment (24/7), including familiarity with on-call schedules and PagerDuty or similar tools.</li> <li>Strong knowledge of ticketing systems (e.g., Jira Service Management, Salesforce) and support workflows.</li> <li>Proficient in JavaScript and TypeScript, with experience developing applications using React.</li> <li>Familiar with the modern cloud-native stack: Docker, Kubernetes, Istio, OpenTelemetry, CI/CD pipelines.</li> <li>Understanding of SSO/federated authentication methods (SAML, OIDC) and their components.</li> <li>Excellent written and verbal communication skills, with the ability to explain complex technical concepts to diverse audiences.</li> <li>You have demonstrable technical problem-solving skills and feel the freedom to candidly say, “I don’t know, but I am going to find out.”</li> </ul><h3>Nice to have</h3> <ul> <li>Hands-on experience with GraphQL, especially Apollo Client and Apollo Server.</li> <li>Familiarity with Apollo Federation and GraphOS.</li> <li>Development experience in Kotlin or Swift.</li> <li>Exposure to programming languages like Go or Rust.</li> </ul>At Apollo, we strive to provide competitive, market-informed compensation whilst ensuring consistency within the team in each country. We make hiring decisions based on your skills, experience, and our overall assessment of what we learned during the hiring process. In addition to the U.S. base salary range, we also provide equity and benefits. Apollo offers all U.S. employees a choice of 3 Anthem Blue Cross medical plans and California residents can also choose from an additional 2 Kaiser medical plans. Dental and Vision benefits are provided by Sun Life Financial. Location: This is a remote position that can be done from anywhere in the US or Canada working PST hours. Equal Opportunity: Apollo is proud to be an equal-opportunity workplace dedicated to pursuing and hiring a talented and diverse workforce. Privacy: California residents applying for positions at Apollo can see our privacy policy <a href="https://www.apollographql.com/CCPA-Privacy-Notice-for-Employees.pdf" target="_blank">here</a>. E-Verify: Apollo is an E-Verify employer and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. For more information please visit<a href="https://www.e-verify.gov/" target="_blank"> E-Verify.</a>

Apollo Graph

Senior Technical Support Engineer - West US

Airtable

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Tulsa Community College

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Affirm

Client Success Lead - Travel

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Coinbase

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Capital One

Work from Home Bilingual (Spanish) Senior Customer Service Coordinator - Collections

We’re looking for a Senior Customer Success Engineer to join our Enterprise Solutions Customer Success team at Apollo and serve as a trusted advisor to some of the world’s largest enterprises. In this high-impact role, you’ll build deep, high-touch relationships with a small portfolio of high-revenue, high-potential accounts. These customers rely on Apollo’s expertise to guide their API strategies, achieve key milestones, and unlock measurable value through tailored, strategic engagements. As their trusted advisor, you’ll guide them through complex challenges and celebrate their wins every step of the way. At Apollo GraphQL, we’re revolutionizing API management, empowering businesses to build, ship, and scale their APIs easily. Our mission is to make application development easier, better, and accessible to more people. We build open-source tools and commercial services used by thousands of developers in production. If you’re passionate about delivering great customer experiences that drive product adoption and value realization, then we’d love to have you join our team as a Senior Customer Success Engineer!<h3>What you'll do</h3> <ul> <li>Serve as the primary point of contact for Enterprise customers, orchestrating their entire journey once they become Apollo customers.</li> <li>Own product adoption for your accounts, working in close partnership with sales to co-pilot their success.</li> <li>Guide customers through a tailored, high-touch journey, helping them achieve meaningful milestones like moving a new team into production or solving governance challenges.</li> <li>Plan and oversee service delivery engagements with professional services and solution architects as part of service delivery management.</li> <li>Regularly engage with customers to address their questions, align on goals, and connect them with the right resources for success.</li> <li>Translate technical solutions into tangible business value, showing customers how Apollo can generate revenue and reduce risks.</li> <li>Develop and maintain customer success plans, capturing goals, roadmaps, and strategies for long-term success.</li> <li>Act as an internal advocate for your customers, ensuring their needs are prioritized and supported across Apollo teams.</li> </ul><h3>Who you are</h3> <ul> <li>7+ years of experience in a technical, customer-facing role such as Technical Customer Success, Technical Account Management, Sales Engineering, Technical Support, or Professional Services.</li> <li>Strong understanding of software development, APIs, and web technologies.</li> <li>Proven experience managing high-value accounts and delivering a white-glove experience.</li> <li>Familiarity with microservices architecture, distributed systems, and cloud-native technologies.</li> <li>Experience working with software engineering teams as primary customers and points of contact.</li> <li>Skilled at engaging senior engineering leaders and platform teams at large enterprises.</li> <li>Experience in project and change management, ideally with certifications such as ScrumMaster or PMP.</li> <li>A track record of driving measurable results and helping customers achieve their goals.</li> <li>Exceptional interpersonal and communication skills, with the ability to build trust and influence decision-makers.</li> </ul><h3>Nice to have</h3> <ul> <li>ScrumMaster or PMP certification.</li> <li>Experience working with APIs, particularly GraphQL.</li> <li>Hands-on experience with cloud platforms (AWS, GCP, Azure) and core compute services.</li> <li>Previous experience in a startup environment.</li> </ul>At Apollo, we strive to provide competitive, market-informed compensation whilst ensuring consistency within the team in each country. We make hiring decisions based on your skills, experience, and our overall assessment of what we learned during the hiring process. The above salary range includes base salary + variable compensation. Apollo also offers equity, and benefits. Apollo offers all U.S. employees a choice of 3 Anthem Blue Cross medical plans and California residents can also choose from an additional 2 Kaiser medical plans. Dental and Vision benefits are provided by Sun Life Financial. Location: This is a remote position that can be done from anywhere in the US or Canada working CST or EST hours. Equal Opportunity: Apollo is proud to be an equal-opportunity workplace dedicated to pursuing and hiring a talented and diverse workforce. Privacy: California residents applying for positions at Apollo can see our privacy policy <a href="https://www.apollographql.com/CCPA-Privacy-Notice-for-Employees.pdf" target="_blank">here</a>. E-Verify: Apollo is an E-Verify employer and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. For more information please visit<a href="https://www.e-verify.gov/" target="_blank"> E-Verify.</a>

Senior Customer Success Engineer - Central/East US

Customer Support Strategy, Planning & Insights Manager

<h1>Manager, Sales Systems &amp; Operations</h1> Other | Austin, United States | Remote, Remote | Full-Time <a href="https://careers-americas.icims.com/jobs/16064/manager%2c-sales-systems-%26-operations/job?mode=apply" target="_blank">Apply for this job</a> Working at Atlassian Atlassians can choose where they work – whether in an office, from home, or a combination of the two. That way, Atlassians have more control over supporting their family, personal goals, and other priorities. We can hire people in any country where we have a legal entity. Interviews and onboarding are conducted virtually, a part of being a distributed-first company. The Manager, Sales Systems &amp; Operations is a pivotal role within our Sales Strategy &amp; Operations team at Atlassian. This position involves collaborating with various stakeholders in Sales, Marketing, Customer Success, and other cross-functional teams to comprehend business requirements, prioritize tasks, and assist in project/program execution. The Manager is responsible for providing comprehensive support throughout the project lifecycle, from gathering requirements to post-release maintenance. The role also involves overseeing the day-to-day operations of sales systems, addressing field sales inquiries, and ensuring the smooth functioning of sales operations. At Atlassian, we operate in a dynamic, rapidly evolving, high-growth environment, and the Sales Systems &amp; Operations team plays a crucial role in supporting this growth. We are seeking a proactive leader to manage the team and contribute to the ongoing development of our enterprise sales model. Key Responsibilities: <ul> <li>Collaborate with business stakeholders and Sales leadership to understand business objectives, needs, and priorities, and develop a roadmap of projects aligned with these goals.</li> <li>Drive initiatives that enhance and streamline post-sales &amp; customer success processes.</li> <li>Support the New Product Introduction (NPI) process, including M&amp;A projects, to ensure the successful integration of new offerings across lead-to-cash and support processes.</li> <li>Manage end-to-end project/program execution for CRM and related sales-systems initiatives. As a hands-on leader, oversee a team of business analysts and product owners to support prioritized projects. Ensure that project value is quantified, success metrics are defined, and requirements are clearly understood.</li> <li>Evaluate the business impact of projects, determine necessary investments, and prioritize initiatives to maximize returns.</li> <li>Collaborate with technology teams to design optimal solutions and take ultimate responsibility for project delivery within the portfolio, including change management and enablement activities for field teams.</li> <li>Work closely with sales teams to identify opportunities for workflow enhancements and optimize their unique seller experiences.</li> <li>Act as a trusted advisor to the business, offering guidance to the sales organization on best practices.</li> <li>Provide mentorship, guidance, and growth opportunities for team members, fostering a collaborative and high-performing team culture.</li> </ul> Required Skills: <ul> <li>Minimum of 5 years of experience in leadership roles in Sales/Business Operations or similar consulting roles, preferably within a high-growth tech company, with exposure to managing enterprise-level projects.</li> <li>At least 4 years of hands-on experience managing a Salesforce environment/team in a B2B, high-tech domain. Experience in SaaS software sales is beneficial.</li> <li>Minimum 3 years of experience in a people management role.</li> <li>Proficiency in managing programs within a sales, renewals, or customer success organization, from project justification to launch and change management.</li> <li>Familiarity with Sales, Service, and Marketing Clouds, and a solid understanding of modern GTM technologies supporting the customer lifecycle.</li> <li>Familiarity with Gainsight, Certinia PSA, and other post-sales &amp; customer success tools.</li> <li>Familiarity with the full sales cycle, with expertise in quote-to-cash &amp; post-sales processes.</li> <li>Exposure to high-velocity sales models and traditional high-touch enterprise sales motions.</li> <li>Strong negotiation skills to align senior stakeholders on project prioritization.</li> <li>Sound business acumen with a deep understanding of B2B sales processes.</li> <li>Ability to design solutions, simplify complex concepts, and communicate effectively with business counterparts.</li> <li>Proficiency in utilizing data for decision-making and enhancing seller experiences.</li> <li>Expertise in reporting and analytics to drive communication, guidance, and influence.</li> <li>Strong sense of ownership, accountability, and the ability to drive projects to completion.</li> <li>Leadership skills to motivate and build a team of ambitious business analysts.</li> </ul> Compensation At Atlassian, we strive to design equitable, explainable, and competitive compensation programs. To support this goal, the baseline of our range is higher than that of the typical market range, but in turn we expect to hire most candidates near this baseline. Base pay within the range is ultimately determined by a candidate's skills, expertise, or experience. In the United States, we have three geographic pay zones. For this role, our current base pay ranges for new hires in each zone are: Zone A: $150,300 - $200,400 Zone B: $135,300 - $180,400 Zone C: $124,700 - $166,300 This role may also be eligible for benefits, bonuses, commissions, and equity. Please visit <a href="http://go.atlassian.com/payzones" target="_blank">go.atlassian.com/payzones</a> for more information on which locations are included in each of our geographic pay zones. However, please confirm the zone for your specific location with your recruiter. Our perks &amp; benefits Atlassian offers a variety of perks and benefits to support you, your family and to help you engage with your local community. Our offerings include health coverage, paid volunteer days, wellness resources, and so much more. Visit <a href="http://go.atlassian.com/perksandbenefits" target="_blank">go.atlassian.com/perksandbenefits</a>to learn more. About Atlassian At Atlassian, we're motivated by a common goal: to unleash the potential of every team. Our software products help teams all over the planet and our solutions are designed for all types of work. Team collaboration through our tools makes what may be impossible alone, possible together. We believe that the unique contributions of all Atlassians create our success. To ensure that our products and culture continue to incorporate everyone's perspectives and experience, we never discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. All your information will be kept confidential according to EEO guidelines. To provide you the best experience, we can support with accommodations or adjustments at any stage of the recruitment process. Simply inform our Recruitment team during your conversation with them. To learn more about our culture and hiring process, visit <a href="http://go.atlassian.com/crh" target="_blank">go.atlassian.com/crh</a>. <a href="https://careers-americas.icims.com/jobs/16064/manager%2c-sales-systems-%26-operations/job?mode=apply" target="_blank">Apply for this job</a>

Atlassian

Manager, Sales Systems & Operations (Customer Success)

87 Customer Service Jobs in United States