Technical Support Engineer
About The Position
About Graphite Graphite is defining the future of code review and how high-quality software is built. We believe great craft emerges through collaboration. That principle drives everything we build and the way we work. If you’re excited about this next era of software development, there’s no better moment to do the most impactful work of your career. The Role First-line support: Triage and resolve customer tickets from Slack channels, in-app feedback, and support emails Technical debugging: Investigate customer issues using tools like Datadog, Pylon, Linear, and our in-house dashboards Knowledge building: Create and maintain internal troubleshooting guides and external documentation Cross-functional collaboration: Work with engineering to escalate bugs, with sales on enterprise customer issues, and with product on feature requests Process improvement: Build integrations, refine support workflows, and identify opportunities to deflect common issues through better docs
Requirements
- Previous experience doing technical support for software engineers or developer tools
- Can quickly identify whether an issue is user error, a bug, or a configuration problem
- Self-directed, curious, and willing to dig into unfamiliar technical concepts
- Can explain complex technical concepts clearly to both technical and non-technical audiences
Nice To Haves
- Comfortable with Git concepts (rebasing, merge conflicts, branch management) and ideally have used it professionally
- Experience creating knowledge bases or documentation systems
- Built or customized support tooling (not just used off-the-shelf solutions like Zendesk)
- Familiarity with GitHub as a power user (settings, branch protection rules, webhooks)
- Experience with developer tools, CI/CD systems, or DevOps workflows
Responsibilities
- Triage and resolve customer tickets from Slack channels, in-app feedback, and support emails
- Investigate customer issues using tools like Datadog, Pylon, Linear, and our in-house dashboards
- Create and maintain internal troubleshooting guides and external documentation
- Work with engineering to escalate bugs, with sales on enterprise customer issues, and with product on feature requests
- Build integrations, refine support workflows, and identify opportunities to deflect common issues through better docs
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
