Customer Success Engineer Pod Lead
New
T
TykAPI management
Workable locations: Canada. Mexico. Argentina. Colombia. United States. PeruFull-TimeLead
Salary not disclosed
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Job Details
- Required Skills
- DockerKubernetesMongoDBRedisZendeskDistributed Systems
Requirements
- Have extensive experience in Technical Support, Customer Success Engineering, or a similar customer-facing technical role.
- Demonstrate a track record of leading complex escalations and driving systemic improvements.
- Bring a hands-on engineering mindset, including reproducing issues, investigating logs and configuration, reading source code, and diagnosing distributed systems.
- Have strong Docker and Kubernetes knowledge, including troubleshooting deployments, networking, and scaling.
- Have experience deploying and troubleshooting on-premise environments.
- Have experience working with large Enterprise customers, ideally involving API or API Management, gateways, authentication, networking, and distributed architectures.
- Be comfortable working with technologies such as Redis, MongoDB, SQL databases, load balancers, proxies, SSO, OAuth/OIDC, and Identity Providers.
- Be able to investigate root causes and explain findings clearly to customers and internal teams.
- Be willing to participate in rotational on-call, including weekends.
- Be willing to contribute code and documentation changes directly.
Responsibilities
- Own the health of the Zendesk queue and handle critical, high-impact customer escalations.
- Participate in the 24/7 on-call rotation, including weekends.
- Coach and mentor Customer Success Engineers, and support training, hiring, and documentation.
- Lead complex technical investigations, including debugging, source code analysis, and root cause analysis.
- Drive process improvements, automation, and AI adoption across the team.
- Build trusted senior-level relationships with Enterprise customers and partner with Account Management to identify risks.
- Share support data and customer feedback with Product and Engineering.
- Evolve support policies and represent Customer Success Engineering in company-wide initiatives.
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