Senior API Support Engineer - Remote & On-Call

Tyk Technologies; Greater London; On-site; GBP 70,000 - 100,000; Full time

Benefits offered by this job

Unlimited paid holidays

Flexible hours and remote work

Employee share scheme

Maternity and paternity leave

Volunteering Days

Company retreats

Wellbeing platform

Job summary

Tyk Technologies in London is seeking an experienced Senior Customer Success Engineer to lead critical escalations, drive operational excellence, and partner with Product and Engineering to improve the support experience for enterprise customers.

You will own on-call rotations, guide incident resolution, and help evolve automation, tooling, and self-service capabilities while ensuring timely, technically accurate responses and customer advocacy.

Qualifications

• Extensive experience in technical support or success engineering with leadership.
• Experience handling large Enterprise customers.
• Experience in API/APIM environments.
• Willingness to participate in rotational on-call shifts.
• Strong debugging and problem-solving skills.

Responsibilities

• Oversee Zendesk queue and ensure SLA adherence.
• Lead incident resolution and collaborate with Product for systemic issues.
• Improve workflows and triage practices for faster issue isolation.
• Maintain and improve the knowledge base and documentation.
• Drive cross-team collaboration with Product and Engineering to implement changes.
• Represent the Customer Success Engineering team in strategic initiatives.
• Develop and refine support policies and escalation procedures.

Skills

Technical support

Enterprise customers

API/APIM

Debugging

On-call

Communication

Automation

Tools

Kubernetes

Docker

Databases

SSO/IDPs

Job description

Tyk Technologies in London is seeking an experienced Senior Customer Success Engineer to lead critical escalations, drive operational excellence, and partner with Product and Engineering to improve the support experience for enterprise customers.

You will own on-call rotations, guide incident resolution, and help evolve automation, tooling, and self-service capabilities while ensuring timely, technically accurate responses and customer advocacy.