Technical Support Representative

Apollo.io is seeking experienced and technically skilled individuals to join our team as a Technical Support Representative (Tier 2). This elevated role builds on foundational support responsibilities, emphasizing advanced technical troubleshooting, mentorship, and process optimization. As a TSR, you will take ownership of complex technical issues, collaborate with engineering teams to resolve bugs, and drive continuous improvement in support operations. Your deep product expertise and problem-solving skills will ensure customers maximize Apollo’s value while fostering a culture of excellence within the team.

Responsibilities

• Handle customer inquiries in digital and voice channels in our CRM of choice to provide technical support and troubleshooting.
• Investigate, diagnose, and resolve escalated technical issues, including API integrations, data discrepancies, and system performance.
• Reproduce and document bugs, providing detailed reports to engineering teams for resolution.
• Serve as a subject-matter expert for Apollo’s product suite, guiding Tier 1 advocates and customers through advanced workflows.
• Partner with Engineering, Product, and QA teams to prioritize and resolve high-impact technical issues.
• Maintain high standards for SLAs, ensuring timely resolution and exceptional customer satisfaction (CSAT).
• Stay up-to-date on product changes, new features, and integrations, proactively expanding knowledge.
• Uphold and exemplify Apollo’s core values, driving a culture of ownership, curiosity, and continuous improvement.
• Use advanced account insights (e.g., ARR, customer journey stage) to proactively address potential risks or opportunities.
• Provide actionable recommendations that empower customers to maximize the value of Apollo.io’s products.
• Collaborate with Customer Success and Product teams to align support strategies with broader business objectives.

Skills

• Advanced technical troubleshooting and expertise in debugging complex workflows.
• Extensive experience with operating systems, including Windows and Mac OS.
• Proficiency in tools like Jira, Salesforce, and REST API integrations.
• Strong ability to identify patterns in customer issues and drive solutions at scale.
• Exceptional verbal and written communication skills, emphasizing customer empathy and clarity.

Required Qualifications

• 3+ years in technical support, preferably in SaaS or B2B software (e.g., Tier 2 Support Engineer)
• Proven ability to troubleshoot complex technical issues (e.g., API errors, data syncing, authentication).
• Proficiency in debugging tools (e.g., Chrome DevTools, Postman), log analysis, and SQL queries.
• Strong understanding of REST APIs, webhooks, and integrations (e.g., Salesforce, HubSpot).

Preferred Qualifications

• Coding/scripting knowledge (Python, JavaScript) to analyze logs or automate repetitive tasks.
• Familiarity with Apollo’s product ecosystem and go-to-market workflows.
• Background in data engineering, computer science, or related fields.

Why You’ll Love Working at Apollo

At Apollo, we’re driven by a shared mission: to help our customers unlock their full revenue potential. That’s why we take extreme ownership of our work, move with focus and urgency, and learn voraciously to stay ahead.

We invest deeply in your growth, ensuring you have the resources, support, and autonomy to own your role and make a real impact. Collaboration is at our core—we’re all for one, meaning you’ll have a team across departments ready to help you succeed. We encourage bold ideas and courageous action, giving you the freedom to experiment, take smart risks, and drive big wins.

If you’re looking for a place where your work matters, where you can push boundaries, and where your career can thrive—Apollo is the place for you.