Senior Customer Success Engineer
New
T
TykAPI management
Location: United KingdomFull-TimeSenior
Salary not disclosed
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Job Details
- Required Skills
- DockerKubernetesZendeskDistributed SystemsTechnical support
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 behaviour 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 SLAs and step in on critical escalations.
- Lead systemic issue resolution, incident response and deep technical investigations, including debugging and source code analysis.
- Coach and mentor Customer Success Engineers in the region and help them handle complex work independently.
- Build trusted relationships with Enterprise customers and lead their onboardings and regular account syncs.
- Partner with Account Management to identify customer risks, recurring pain points and opportunities.
- Contribute product bug fixes, small features or workarounds to unblock customers.
- Build and adopt tools, automation and AI to reduce response and resolution time.
- Maintain ticket quality and document critical knowledge in Zendesk, debugging guides and external documentation.
- Review team metrics, contribute to support policies and represent Customer Success in company initiatives.
- Lead root cause analysis and post-mortems, and propose durable fixes to reduce recurring ticket volume.
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