Customer Success Engineer Pod Lead (AMER)

Tyk; Argentina; Remote; ARS 137,078,000 - 182,771,000; Full time

Benefits offered by this job

Unlimited paid holidays

Flexible working hours

Employee share scheme

Maternity and paternity leave

Volunteering Days

Company retreats

Wellbeing platform

Job summary

Tyk is seeking a Customer Success Pod Lead to drive proactive, technical customer success across global Enterprise accounts. You’ll mentor engineers, partner with Engineering, Product and Account Management, and shape scalable processes to reduce risk and accelerate value realization.

Join a team that champions AI-enabled debugging, knowledge sharing, and cross-functional collaboration while delivering exceptional customer outcomes in a remote-friendly setup.

Qualifications

• Extensive experience in Technical Support or Customer Success engineering with leadership in escalations.
• Hands-on engineering mindset, debugging across distributed systems.
• Strong Docker and Kubernetes knowledge for troubleshooting containerized environments.

Responsibilities

• Own health of Zendesk queue and lead high-impact escalations.
• Coach and mentor Customer Success Engineers and close capability gaps.
• Lead toughest technical investigations and drive process improvements and AI adoption.
• Build trusted relationships with Enterprise customers and coordinate with Account Management.
• Turn support data into action, influence Product and Engineering, and evolve support policies.

Skills

Leadership

Technical debugging

Customer relationships

Cross-functional collaboration

Tools

Docker

Kubernetes

Redis

MongoDB

SQL databases

Job description

Who are Tyk, and what do we do?

The Tyk API Management platform is helping to drive the connected world and power new products and services. We're changing the way that organisations connect any number of their systems and services. Whether internal, external, public or highly encrypted systems, Tyk helps businesses drive value across the retail, finance, telecoms, healthcare, or media industries (to name just a few!).

Who are Tyk, and what do we do?

The Tyk API Management platform is helping to drive the connected world and power new products and services. We're changing the way that organisations connect any number of their systems and services. Whether internal, external, public or highly encrypted systems, Tyk helps businesses drive value across the retail, finance, telecoms, healthcare, or media industries (to name just a few!). If you've banked online, used an app to check the news, or perhaps even driven a connected car, API's, and by extension, Tyk, make that possible. Founded in 2015 with offices in London - UK, London - Ontario, Atlanta and Singapore, we have many thousands of users of our B2B platform across the globe. Brands using Tyk range from Lotte, Bell, T Mobile, to RBS, Capital One and Vinci. We have a varied user base hailing from every continent - even Antarctica.

Our Mission

Tyk is on a mission to connect every system in the world. We've started by building an API Management platform.

Total flexibility, default remote, radical responsibility

We offer unlimited paid holidays and remote working from anywhere in the world, for everyone, Why? Tyk was founded on the principle of offering flexibility and autonomy to our employees, we believe this allows our employees to achieve their best results. It also means we can build the best possible team, location and working hours are no barrier.

About The Role

As a Customer Success Pod Lead at Tyk, you're a strategic and technical leader within our Customer Success team. This isn't just about reacting to tickets - you'll help build a proactive function that spots risk early, strengthens customer trust, and makes sure customers get real value from Tyk. You'll lead complex, high-priority customer engagements, mentor Customer Success Engineers, and partner with Engineering, Product, and Account Management to turn customer feedback into real improvements. You'll also shape how the team works day to day - building processes that scale, and championing AI adoption to speed up debugging, share knowledge, and cut out repetitive work. When things get complicated - technical, customer-facing, or cross-functional - you're who people turn to. You'll play a key role in defining what modern Customer Success looks like at Tyk.

Key Responsibilities

• Leadership & escalations. You own the health of the Zendesk queue and are the first point of call for critical, high-impact escalations - stepping in before issues reach Product, and taking part in the 24/7 on-call rotation (weekends included)
• Coaching & team development. You coach and mentor Customer Success Engineers, raising the bar for technical quality and ownership across the pod, and helping close capability gaps through training, hiring, and documentation
• Technical depth & innovation. You lead the toughest technical investigations - debugging, source code analysis, root cause analysis - and drive the process improvements, automation, and AI adoption that make the whole team faster
• Customer relationships. You build trusted, senior-level relationships with key Enterprise customers, partnering with Account Management to catch risk early and championing improvements to the customer journey
• Driving continuous improvement. You turn support data into action - feeding it to Product and Engineering, evolving support policies as Tyk scales, and representing Customer Success Engineering in company-wide initiatives

Requirements

• Extensive experience in Technical Support, Customer Success Engineering, or a similar customer-facing technical role, with a track record leading complex escalations and driving systemic improvements
• A strong, hands-on engineering mindset - comfortable reproducing issues, digging through logs and config, reading source code, and diagnosing problems across distributed systems
• Strong Docker and Kubernetes knowledge is essential. A large share of our customer environments are containerized, and many investigations involve debugging Kubernetes deployments, networking, and scaling
• Experience deploying and troubleshooting on-premise environments and a solid background with large Enterprise customers, ideally including API/API Management (gateways, authentication, networking, distributed architectures)
• Comfortable getting hands-on with unfamiliar technologies - Redis, MongoDB, SQL databases, load balancers, proxies, SSO, OAuth/OIDC, and Identity Providers
• Sharp debugging instincts and excellent communication - you can move from symptom to root cause and explain it clearly to both customers and internal teams
• Demonstrated ability to lead without authority, and a growth mindset: curious, humble, and always looking to improve yourself and the people around you
• Comfortable working with customers across regions, with willingness to take part in rotational on-call (including weekends), and to contribute code and documentation changes directly

Why Customer Success @ Tyk?

Tyk is on a mission to simplify API and service management for everyone. As a CSE Pod Lead, you'll help shape the future of technical support - not just as a service, but as a strategic advantage. You'll be empowered to lead initiatives, make a real impact, and work with passionate people around the globe.

Benefits

Here's why you should join us:

• Everyone has unlimited paid holidays.
• We have total flexibility in hours, as we believe creativity flows better when our people are given freedom to decide when they are most productive. Everyone is unique after all
• Employee share scheme
• Generous maternity and paternity leave
• Volunteering Days
• Company retreats
• Employee Wellbeing platform

We all share the same vision - we value authenticity, respect, responsibility, independence, honesty, diversity and inclusion and most importantly treating others how you wish to be treated. We look for like-minded people who bring their personalities to work everyday, strive to achieve their personal goals and who are willing to challenge the way we do things, why? - to make what we do even better!

Our values tell the story of Tyk - here's how:

• It's ok to screw up!

We've found that it's often the ‘stupid' or unexpected ideas that turn out to be the successful ones - so try it, at least we can say we have!

• The only stupid idea, is the untested one!

It's in our DNA - starting a business with founders 12 hours apart, giving our gateway away for free - sure, we did that, and we'd do it again!

• Trust starts with you - make it count!

Trust is a two-way street - instil it from day one!

• Assume best intent!

We have each other's back - we're all on the same team. Think before you speak or act.

• Make things better!

Always try to leave things better than when you found them - change is constant, inevitable and embraced! Be that change we want to see.

What's it like to work here?! Check it out: https://tyk.io/worklife/

Tyk is an equal opportunities employer and we are determined to ensure that no applicant or employee receives less favorable treatment on the grounds of gender, age, disability, religion, belief, sexual orientation, marital status, or race, or is disadvantaged by conditions or requirements which cannot be shown to be justifiable.

You can see more about us here https://tyk.io