Senior Customer Success Engineer
New
T
TykAPI management
Source API remote eligibility restrictions: United KingdomFull-TimeSenior
Salary not disclosed
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Job Details
- Required Skills
- DockerKubernetesMongoDBRedisRESTful APIsZendeskDistributed Systems
Requirements
- Extensive experience in technical support, Customer Success Engineering, or similar roles.
- Proven leadership in complex escalations and systemic improvements.
- Experience coaching or mentoring engineers.
- Strong technical depth and a hands-on engineering mindset, including reproducing problems, working through logs and configuration, reading source code, and diagnosing distributed systems.
- 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 standing 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.
- Comfort learning technologies such as Redis, MongoDB, SQL databases, load balancers, proxies, SSO, OAuth/OIDC, and Identity Providers.
- Comfort contributing product code and documentation changes.
- Ability to lead without authority and influence Product, Engineering, Account Management, and Customer Success.
- Willingness to join rotational on-call shifts, including weekends.
Responsibilities
- Oversee the Zendesk queue, meet escalation SLAs, and lead resolution of critical and systemic issues.
- Guide triage practices and work with senior and principal engineers across regions to resolve recurring support workflow challenges.
- Coach and mentor regional Customer Success Engineers on technical depth, customer engagement, ownership, and complex cases.
- Build trusted relationships with Enterprise customers, lead their onboardings and regular account syncs, and partner with Account Management to identify risks and recurring pain points.
- Lead deep technical investigations, including complex debugging and source code analysis.
- Contribute bug fixes, small features, or workarounds to the product and help other engineers do the same.
- Build and adopt tools, automation, and AI to reduce response and resolution time.
- Maintain ticket quality and document critical knowledge in the Zendesk knowledge base, debugging guides, and external documentation.
- Own high-severity incidents, participate in the 24/7 global support on-call rotation, and lead root cause analyses and post-mortems.
- Review team metrics, contribute customer trends to the Voice of the Customer digest, and propose durable platform or documentation fixes.
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