Senior Customer Success Engineer
New
T
TykAPI management
Source API remote eligibility restrictions: CanadaFull-TimeSenior
Salary not disclosed
Apply NowOpens the employer's application page
Job Details
- Required Skills
- DockerKubernetesMongoDBRedisZendeskDistributed Systems
Requirements
- Extensive experience in technical support, Customer Success Engineering or a similar role.
- Proven leadership in complex escalations and systemic improvements.
- Experience coaching or mentoring engineers.
- Strong Docker and Kubernetes knowledge, including debugging deployments, networking, configuration, scaling and application behavior in containerized environments.
- Experience deploying and troubleshooting on-premise environments, including setting up representative customer environments.
- Strong background with large Enterprise customers and complex technical environments.
- Strong experience with APIs and API Management, including gateways, authentication, networking, traffic flows and distributed architectures.
- Ability to reproduce problems, investigate logs and configuration, read source code and diagnose distributed systems.
- Comfort contributing product code and documentation changes.
- Willingness to join rotational on-call shifts, including weekends.
Responsibilities
- Oversee the Zendesk queue, meet escalation SLAs and lead resolution of critical or systemic issues.
- Coach and mentor regional Customer Success Engineers in technical depth, customer engagement and ownership.
- Build trusted relationships with Enterprise customers, lead onboardings and hold regular account syncs.
- Partner with Account Management to identify customer risks, recurring pain points and opportunities.
- Lead complex debugging, source code analysis and root cause investigations; contribute product fixes, features or workarounds.
- Build and adopt tools, automation and AI to reduce response and resolution times.
- Document critical knowledge in the Zendesk knowledge base, debugging guides and external documentation.
- Participate in the on-call rotation for 24/7 global support and lead post-mortems for major incidents.
View Full Description & ApplyYou'll be redirected to the employer's site
