Senior Technical Support Engineer

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

Job summary

Kong Inc. is seeking a Technical Support Engineer to join the TSE team, assisting customers with complex issues in production and pre-production environments.

You will work with global developers and customers to implement Kong Products and Technologies, including API Gateway and AI Gateway solutions. The role operates in a hybrid model with 3 days in the office and 2 days from home, requiring alignment with EMEA or US EST business hours.

Qualifications

• 3+ years of experience in a customer-facing technical role.
• Strong problem-solving and debugging skills.
• Ability to collaborate with global teams.

Responsibilities

• Lead the investigation of complex technical issues and provide live troubleshooting.
• Create knowledge articles to supplement documentation and enable customers to better understand product use cases.
• Work with engineering and product to relay real-time feedback about performance and customer needs.
• Collaborate with Education, Technical Account Managers, CSMs, and PS for customer issues.
• Provide technical mentorship to team members and participate in ad hoc projects.

Skills

REST APIs

Code reading

Cloud technologies

Containers

Docker

Kubernetes

HTTP

Customer-facing

Tools

Docker

Kubernetes

Docker Swarm

Job description

Are you ready to unlock intelligence?

If you don't think you meet all of the criteria below but are still interested in the job, please apply. Nobody checks every box - we're looking for candidates that are particularly strong in a few areas, and have some interest and capabilities in others.

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 be doing:

• 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 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.