HOW WILL YOU 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.

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 Hygraph, we’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.

FOR THIS ROLE, WE ARE LOOKING FOR SOMEONE WHO IS LOCATED WITHIN IN GMT+1-4 TIME ZONES

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 streamlines triage, escalation tracking, and feedback loops across teams.