Senior Customer Success Engineer - Technical Leader, Remote

Tyk Technologies; Greater London; Hybrid; GBP 70,000 - 110,000; Full time

Benefits offered by this job

Unlimited paid holidays

Flexible hours

Employee share scheme

Maternity and paternity leave

Volunteering Days

Company retreats

Wellbeing platform

Job summary

Tyk is seeking a Senior Customer Success Engineer to lead technical escalations, mentor engineers, and drive proactive customer engagement across regional teams. The role focuses on APIs and API management, Docker/Kubernetes deep dives, and improving support delivery at scale.

You will work with Enterprise customers, contribute to product improvements, and help evolve global Customer Success practices, including AI-enabled tooling and 24/7 on-call readiness.

Qualifications

• Extensive experience in technical support, Customer Success Engineering or similar roles with leadership in escalations.

Responsibilities

• Escalation management: oversee Zendesk queue, meet SLAs and handle critical escalations.
• Mentorship and team development: coach CS Engineers and raise technical quality.
• Proactive customer engagement: build trust with Enterprise customers and lead onboardings.
• Technical excellence and innovation: investigate issues, contribute fixes, and build tooling.
• Operations and cross-team collaboration: own high-severity incidents and improve processes.
• Voice of the customer: contribute trends to Product and drive durable fixes.

Skills

Escalation leadership

Mentorship

Docker

Kubernetes

APIs & API Mgmt

On‑prem deployment

Enterprise experience

Cross‑region work

AI tooling

Communication

Tools

Zendesk

Job description

Tyk is seeking a Senior Customer Success Engineer to lead technical escalations, mentor engineers, and drive proactive customer engagement across regional teams. The role focuses on APIs and API management, Docker/Kubernetes deep dives, and improving support delivery at scale.

You will work with Enterprise customers, contribute to product improvements, and help evolve global Customer Success practices, including AI-enabled tooling and 24/7 on-call readiness.