Senior Technical Support Engineer

📋 Description

• • Are you a highly motivated and technically adept engineer eager to power the world's connections? Kong Inc. is seeking a Senior Technical Support Engineer to join our dynamic and fast-paced Technical Support Engineering (TSE) team. In this pivotal role, you will be instrumental in assisting our valued customers by resolving complex technical challenges that arise in their production and pre-production environments. This is a unique opportunity to immerse yourself in cutting-edge technologies, collaborate with brilliant minds, and make a tangible impact on customer success.
• • As a Senior Technical Support Engineer, you will engage directly with top developers globally, guiding them through the implementation of Kong Products and Technologies. This includes our industry-leading API Gateway and Service Mesh solutions, ensuring our customers can leverage these powerful tools effectively.
• • You will be at the forefront of troubleshooting, leading in-depth investigations into intricate technical puzzles. Your collaborative approach will be key as you work with customers and internal teams to understand and resolve issues, often through live troubleshooting calls and email correspondence within an enterprise setting.
• • A significant part of your role will involve contributing to our knowledge base. You will create comprehensive knowledge articles that complement our existing documentation, empowering customers with the insights and understanding they need to effectively utilize our products and address common use cases.
• • You will act as a crucial bridge between our customers and our internal Product and Engineering teams. By providing real-time feedback on product performance, identifying emerging customer needs, and highlighting areas for improvement, you will directly influence the future development of Kong's offerings.
• • Collaboration extends beyond engineering. You will work closely with other customer-facing teams, including Education, Technical Account Managers, Customer Success Managers (CSMs), and Professional Services (PS), to ensure a seamless and effective resolution of all customer issues.
• • Innovation is at the heart of Kong. You will actively participate in driving innovation within the support team, across the company, and with our customers. This involves proactively seeking out better ways to perform your work, improving the tools and processes we utilize, and consistently raising the bar on the exceptional service we deliver to our global clientele.
• • As a senior member of the team, you will provide valuable technical mentorship to your colleagues, sharing your expertise and fostering a culture of continuous learning and development. You will also contribute to any ad-hoc projects that arise, demonstrating your flexibility and commitment to the team's success.
• • This role requires a proactive and curious mindset, a passion for digging into technical mysteries, and the creativity to devise elegant solutions to complex problems. You will build strong, lasting relationships with your teammates, our sophisticated customer base, and our global partners.
• • Embracing a growth mindset is essential. You will be expected to learn and adapt quickly in a rapidly evolving technological landscape. The ability to thrive in a hectic, fast-paced startup environment is crucial for success in this role.
• • The position requires availability to work from 4 PM to 1 AM India Time, to effectively support the EST shift, ensuring continuous coverage for our North American customer base.
• • You will regularly utilize skills in REST and RESTful APIs, possess coding proficiency to read and troubleshoot code, and have a strong understanding of cloud technologies, containers, and cluster deployment and management tools such as Docker, Docker Swarm, and Kubernetes.
• • A solid grasp of web architectures, including HTTP, is fundamental to this role. You will leverage your expertise to diagnose and resolve issues related to API connectivity and service communication.
• • This role offers a significant opportunity to make a substantial impact, take ownership of your work, and contribute to the success of a leading API and AI connectivity technology company.