Senior Staff Technical Support Engineer
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Job Description
Senior Technical Support Engineer resolving complex API and AI Gateway issues for Kong, an AI connectivity platform. Advising enterprise customers and improving product stability and support operations.
Responsibilities:
- Resolve complex, mission-critical issues across production and pre-production environments
- Implement Kong products and technologies, including API Gateway and AI Gateway solutions
- Lead investigations of complex technical issues and resolve customer problems through live troubleshooting calls and email in an enterprise environment
- Create knowledge articles that complement documentation and help customers understand product use cases
- Provide real-time feedback to engineering and product teams about product performance and customer needs
- Collaborate with Education, Technical Account Managers, CSMs, and Professional Services on customer issues
- Drive innovation in support processes, tools, and service delivery for Global 5000 customers
- Mentor team members and participate in ad hoc projects
- Deliver executive summaries, detailed Root Cause Analyses, and strategic insights for high-severity escalations
- Drive cross-functional projects improving product stability, operational workflows, and customer experience
Requirements:
- Strong foundation in API management, HTTP protocols, and modern application architectures
- Experience implementing secure authentication and authorization flows, including OpenID Connect and OAuth
- Expertise with AWS, Azure, GCP, Docker, Kubernetes, and Serverless
- Operational knowledge of Git/GitHub versioning, change control, and CI/CD workflows
- Ability to utilize AI tools such as Claude and Gemini for technical workflows and diagnostics
- 8+ years in a high-touch, customer-facing technical role such as Support Engineering, Solutions Architecture, or Technical Account Management
- Proven leadership and escalation management within a technical role
- Ability to drive high-impact technical projects alongside daily support queue management
- Specialized support expertise for high-value enterprise clients and executive accounts
Benefits:
- Equity
- Bonus
- Health insurance
- Dental insurance
- Vision insurance
- Paid holidays
- Paid time off (PTO)
- Professional development opportunities and tools
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