Senior Technical Support Engineer

Kong Inc.; Bengaluru; Hybrid; INR 900,000 - 1,300,000; Full time

Job summary

Kong Inc. is hiring a Technical Support Engineer to join the TSE team in a fast-paced startup environment. You will resolve complex production issues, work with customers worldwide, and provide feedback to product teams.

This hybrid role requires 3 days in-office and 2 days from home, supporting EMEA or US EST hours. You will engage with top developers to implement Kong products, document solutions, and mentor peers while driving improvements in tooling and service delivery for Global 5000

Qualifications

• 3+ years of experience in a customer-facing technical role.
• Experience with REST and RESTful APIs and troubleshooting.
• Familiarity with cloud technologies, containers, and orchestration tools like Docker and Kubernetes.
• Experience with web architectures, including HTTP.
• Demonstrated ability to communicate complex technical issues clearly.

Responsibilities

• Lead investigations of complex technical puzzles and resolve customer issues via live troubleshooting calls and emails in an enterprise environment.
• Create knowledge articles to supplement documentation and help customers understand product use cases.
• Provide real-time feedback to product and engineering teams based on customer needs and product performance.
• Collaborate with Education, TAMs, CSMs, and PS for customer issues and solutions.
• Mentor teammates and participate in ad hoc projects with the support team.

Skills

REST APIs

Code debugging

Cloud technologies

Docker

Kubernetes

HTTP

Customer-facing

GoLang

Lua

Tools

Docker Swarm

Job description

Technical Support Engineer

Are you ready to join the API revolution?

About the Role:

You will be working at a hectic and fast-paced startup as an engineer in the Technical Support Engineering (TSE) team. This team is responsible for assisting Kong customers in resolving complex technical issues in production and pre-production environments.

You will have the opportunity to work with your teammates and our customers to support many new, leading-edge technologies that solve real challenges. You will work to provide robust feedback and guidance to our product and engineering teams while being a voice for our customers. You want to make our customers and partners successful while strengthening their relationship with Kong. You can make a huge impact and have real ownership for the work you do.

This opportunity is hybrid, with 3 days in the office and 2 days working from home, and requires the candidates to operate either EMEA business hours / US EST Business hours

What You'll Do:

• You will be working with top developers from around the world; helping to implement Kong Products and Technologies, including our API Gateway and AI Gateway solutions
• Leading the investigation of complex technical puzzles and working collaboratively to understand and resolve customer issues via live troubleshooting calls and emails in an enterprise environment
• Creating knowledge articles to compliment our documentation and enable customers to better understand product use cases
• Work closely with engineering and product by providing real-time feedback about product performance and customer needs
• Collaborate closely with other customer-facing teams, including Education, Technical Account Managers, CSMs, and PS for customer issues
• Participate in bringing innovation within the support team, the company, and our customers by looking for better ways to do the work we do, improve the tools we use, and improve the way we raise the bar on the service we deliver to our Global 5000 customers
• Provide technical mentorship to other team members and participate in any ad hoc projects

What You'll Bring:

• You are a voracious learner who loves to dig into technical mysteries and has the creativity to solve complex technical problems
• You can build relationships with like-minded teammates, smart customers, and global partners
• Share a growth mindset, learn and adapt quickly
• Some of the skills that you will regularly use include:
• REST and RESTful APIs
• Coding skills (at a minimum, read and troubleshoot code)
• Cloud technologies, containers, cluster deployment, and management tools like Docker, Docker Swarm, Kubernetes, and others
• You know your way around web architectures, including HTTP
• 3+ years of experience in a customer-facing technical role

Bonus Points:

Familiarity with DNS, Linux/Unix-type systems, and/or databases

GoLang and/or Lua experience
Experience with scripting languages such as Perl, Ruby, and Shell

#LI-AP1

About Kong:

Kong Inc., the AI Connectivity Company, is building the connectivity layer of AI. Trusted by the Fortune 500 and AI-native startups alike, Kong's unified API and AI platform enables organizations to secure, manage, accelerate, govern, and monetize the flow of intelligence across APIs and AI traffic — on any model, any cloud. For more information, visit www.konghq.com.