Principal Support Engineer
New
T
Tyk TechnologiesAPI Management
United Kingdom, rotational on-call shiftsFull-TimeSenior
Salary not disclosed
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Job Details
- Required Skills
- DockerKubernetesTechnical supportDebuggingZendeskDistributed Systems
Requirements
- Extensive experience in technical support or success engineering roles.
- Proven leadership experience in managing complex escalations and driving systemic improvements.
- Strong background in supporting large Enterprise customers.
- Deep technical experience in an API / APIM driven environment.
- Experience with cloud-native technologies such as Kubernetes, Docker, databases, and SSO/IDPs.
- Strong debugging skills with the ability to read source code and diagnose distributed systems.
- Exceptional written and verbal communication skills for technical and non-technical stakeholders.
- Demonstrated ability to influence cross-functional peers without direct authority.
- Commitment to operational excellence, automation, and scalable support strategies.
- Willingness to participate in rotational on-call shifts, including weekends.
Responsibilities
- Proactively oversee the support queue to ensure SLAs are met and handle high-impact technical escalations.
- Perform deep technical investigations, including source code analysis and debugging of distributed systems.
- Implement process improvements, automation, and AI tools to increase operational efficiency.
- Partner with engineering and product teams to drive platform-level improvements based on support data.
- Mentor engineers and maintain high-quality documentation and knowledge base articles.
- Lead root cause analysis and post-mortems for major incidents.
- Represent the Customer Success Engineering team in strategic company initiatives.
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