Senior Customer Success Engineer
New
T
TykAPI management
Canada. United States. Brazil. Colombia. MexicoFull-TimeSenior
Salary not disclosed
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Job Details
- Required Skills
- DockerKubernetesMongoDBRedisZendeskDistributed Systems
Requirements
- Bring extensive experience in technical support, Customer Success Engineering, or similar roles.
- Have a proven record leading complex escalations and systemic improvements.
- Have experience coaching or mentoring engineers.
- Demonstrate strong technical depth and a hands-on engineering mindset, including reproducing problems, investigating logs and configuration, reading source code, and diagnosing distributed systems.
- Have strong Docker and Kubernetes knowledge, including debugging deployments, networking, configuration, scaling, and application behavior in containerized environments.
- Have experience deploying and troubleshooting on-premise environments, including standing up representative customer environments.
- Have a strong background supporting Enterprise customers and complex technical environments.
- Have strong experience with APIs and API Management, including gateways, authentication, networking, traffic flows, and distributed architectures.
- Be comfortable learning technologies such as Redis, MongoDB, SQL databases, load balancers, proxies, SSO, OAuth/OIDC, and Identity Providers.
- Be comfortable contributing product code and documentation changes.
- Be able to influence Product, Engineering, Account Management, and Customer Success without authority.
- Be willing to join rotational on-call shifts, including weekends.
Responsibilities
- Oversee the Zendesk queue, meet SLAs, and lead critical escalations and incident resolution.
- Guide triage practices and resolve recurring support workflow challenges with senior and principal engineers.
- Coach and mentor regional Customer Success Engineers in technical depth, customer engagement, and ownership.
- Build trusted relationships with Enterprise customers, lead onboardings, and conduct regular account syncs.
- Partner with Account Management to identify customer risks, recurring pain points, and opportunities.
- Lead deep technical investigations, including complex debugging and source code analysis.
- Contribute product bug fixes, small features, workarounds, and documentation to unblock customers.
- Build and adopt tools, automation, and AI to improve debugging and reduce response and resolution time.
- Own high-severity incidents, participate in the on-call rotation, and lead root cause analyses and post-mortems.
- Improve support processes, documentation, metrics, policies, and strategy using customer trends and recurring issues.
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