Principal Support Engineer - Remote, Flexible & Equity

Tyk; England; On-site; GBP 75,000 - 110,000; Full time

Benefits offered by this job

Unlimited holidays

Flexible hours

Employee stock plan

Maternity leave

Paternity leave

Company retreats

Job summary

Tyk, a global API management platform, seeks a Principal Support Engineer to lead strategic post-sales support initiatives. You’ll drive technical excellence, handle high-priority escalations, mentor engineers, and shape scalable support across Engineering, Product and Account teams.

In this remote-first role with global coverage, you’ll ensure platform stability, improve customer satisfaction, and accelerate resolution times through automation and processes.

Qualifications

• Extensive experience in technical support or success engineering roles, with proven leadership in complex escalations.
• Strong background in dealing with large Enterprise customers.
• Experience in an API / APIM driven environment and in debugging distributed systems.
• Hands-on with modern tech stacks and willingness to work with customer environments (Kubernetes, Docker, databases).

Responsibilities

• Oversee the Zendesk queue and manage SLAs for high-impact escalations.
• Lead incident resolution and coordinate cross-functional collaboration with Product, Engineering and Account Management.
• Mentor engineers, identify workflow challenges, and drive process improvements and automation.
• Maintain high-quality ticket submissions and contribute code fixes or tooling when needed.
• Document knowledge bases, debugging guides, and external documentation to prevent future incidents.
• Drive the evolution of support policies and on-call practices to scale with the business.

Skills

Strategic leadership

Enterprise customer experience

API / APIM domain

Hands-on with new tech

Debugging complex distributed systems

Communication skills

Lead without authority

Automation & AI tooling

Tools

Kubernetes

Docker

Databases

SSO/IDP integrations

Job description

Tyk, a global API management platform, seeks a Principal Support Engineer to lead strategic post-sales support initiatives. You’ll drive technical excellence, handle high-priority escalations, mentor engineers, and shape scalable support across Engineering, Product and Account teams.

In this remote-first role with global coverage, you’ll ensure platform stability, improve customer satisfaction, and accelerate resolution times through automation and processes.