Support Engineering Team Lead

Hasura is on the search for a Support Engineering Team Lead who can assist our users be successful with the Hasura GraphQL Engine. In this role you will be supporting developers and leading a highly technical support team. Our users span from large enterprise Fortune 500 organizations to individual users of our open source platform.

Hasura is hiring a Support Lead who can help our users get productive with the Hasura GraphQL Engine. This is a leadership role that will be heading our entire support team in both the Americas and India.

You will work with the team to ensure a high quality of responses, that we meet our customer SLA’s and we have an incident management plan for global coverage. Internally, you will act as the voice of the user within the company, and liaise with the product and documentation teams to surface necessary changes.

We are a globally distributed team, with offices in San Francisco & Bangalore.

What the role will involve:

• Lead a team of Support Engineers, providing technical assistance and triaging of tickets when needed.
• Comfortable and skilled at triaging and resolving customer escalations.
• Build and maintain reporting of critical business metrics up to the executive team
• Help to build a quality program in which there is oversight into the effectiveness of responses from our Support Engineering team.
• Answer questions, troubleshoot problems, and provide deep technical support to our users - this role will require some involvement in Support.
• Update and maintenance of current internal documentation for all SOP’s, troubleshooting methods and processes.

Requirements:

• Experience leading high output and quality teams for the last 2-5 years.
• Solid understanding of the modern web application stack. You are familiar with one or more of the following technologies: Typescript, React, Angular, Vue, GraphQL.
• Previous experience in a customer facing technical role.
• Creative problem-solving skills, with the ability to troubleshoot problems and identify root causes.
• Very good written & spoken communication skills in English.

Bonus:

Familiarity with one or more of: Kubernetes/Docker, Android/iOS, Postgres, Java, CI/CD tooling, Node.js.

Location:

This role will be based out of the US. We hire remotely in these 10 states in the US: Illinois, Virginia, California, Washington State, Maryland, Florida, Colorado, Massachusetts, Oregon, New York. We have an office in SF, and if you're based in SF, you can choose to work out of our office.

Compensation:

The compensation for this role ranges from $100,000 - $125,000 (including bonus) plus ESOPs.

Working at Hasura:

At Hasura, we help developers go from zero to fully fledged modern apps, blazing fast. Through your work at Hasura, you will have the opportunity to make a lasting impact on both how Hasura is built as well as the larger developer ecosystem.

As a team, we take a lot of pride in our work. We obsess over the developer experience, and our first priority as a company will always be to make things easier for our users.

Perks of working at Hasura:

• Remote & Hybrid Work Environment: Our team is spread across 18 countries and we’re a remote workforce. We have office spaces in San Francisco and Bangalore for those who want to catch up for high-bandwidth discussions over a whiteboards and snacks!
• Self-care Fridays: We have the second Friday of every month off - so we always have at least one long weekend to recharge and spend time taking care of ourselves.
• Equipment and learning allowance: We have equipment and learning budgets to ensure team members have what they need to be successful in their roles.
• Donation Matching: We have a donation matching fund of USD 20,000 / year to match employee donations to global organizations working towards equality & equity.
• Flexible timings & PTO: Pick work hours that suit you the best! Ensure that you have effective overlaps with your team members as required, and choose the time and place of work that brings out the best in you.

We are on a mission to making developing modern apps and faster APIs a cake walk, and we can’t wait to have you onboard with us! We welcome any questions during the interview process that you may have about our culture, the kind of work we do and the process we employ to make it all come together.

We are an equal opportunity employer and do not tolerate discrimination of any kind.

Applying:

We'd love to hear from you. Even if you don't fulfill 100% of the above requirements or are unsure whether this would be the right fit, please apply to us with your questions.

About Hasura:

Hasura is a venture-backed open-source technology company that makes your data instantly accessible over a real-time GraphQL API, so you can build and ship modern apps and APIs faster. Hasura connects to your databases, REST servers, GraphQL servers and third party APIs (eg: Stripe, Salesforce) and provides a unified API across all your data sources.

Hasura Cloud is a highly available, hosted API-as-a-Service, managed entirely by Hasura. It removes the additional ops overhead and takes care of availability and scaling with elegance.

We are a globally distributed team, with offices in San Francisco & Bangalore.