Remote Customer Success Pod Lead - Technical & Coaching

Tyk Technologies Ltd; Greater London; Hybrid; GBP 90,000 - 121,000; Full time

Benefits offered by this job

Unlimited paid holidays

Remote working from anywhere

Employee share scheme

Generous parental leave

Company retreats

Job summary

Tyk Technologies Ltd is seeking a Customer Success Pod Lead (AMER) to drive proactive customer success and engineering-led improvements. You’ll mentor Customer Success Engineers, manage high-priority engagements, and partner with Engineering, Product, and Account Management to turn feedback into improvements.

You’ll champion AI adoption to speed debugging, scale processes, and maintain strong relationships with Enterprise customers across the AMER region.

Qualifications

• Extensive experience in Technical Support or Customer Success Engineering.
• Track record leading escalations and driving systemic improvements.
• Hands-on engineering mindset with debugging across distributed systems.

Responsibilities

• Lead complex, high-priority customer engagements and mentor engineers.
• Own health of support queues and participate in 24/7 on-call rotation.
• Coach teams, close capability gaps through training and docs.
• Drive technical investigations and AI adoption to speed up debugging.
• Build senior-level relationships with Enterprise customers and PM/Accounts.

Skills

Technical Support

Customer Success Eng

Escalations

Engineering mindset

Debugging

Communication

Tools

Docker

Kubernetes

Redis

MongoDB

SQL

Job description

Tyk Technologies Ltd is seeking a Customer Success Pod Lead (AMER) to drive proactive customer success and engineering-led improvements. You’ll mentor Customer Success Engineers, manage high-priority engagements, and partner with Engineering, Product, and Account Management to turn feedback into improvements.

You’ll champion AI adoption to speed debugging, scale processes, and maintain strong relationships with Enterprise customers across the AMER region.