Staff Technical Support Engineer

Kong Inc.; Bengaluru; On-site; INR 1,200,000 - 1,500,000; Full time

Job summary

A leading developer of cloud API technologies seeks a Staff Technical Support Engineer to assist customers in resolving complex issues. The ideal candidate will have at least 6 years in a customer-facing role, strong problem-solving skills, and proficiency in technologies like REST APIs, Docker, and Kubernetes. This full-time position requires collaboration with various teams and will provide mentorship to new team members. Candidates should be willing to work the EST shift, from 4 PM to 1 AM India Time.

Qualifications

• 6+ years of experience in a customer-facing technical role.
• Strong troubleshooting and problem-solving skills.
• Ability to work collaboratively in a team setting.

Responsibilities

• Assist customers in resolving complex technical issues.
• Lead investigations into technical puzzles.
• Create knowledge articles to enhance customer understanding.
• Provide real-time feedback to product and engineering teams.

Skills

REST and RESTful APIs

Cloud technologies

Docker

Kubernetes

Coding skills

Web architectures

Tools

Linux/Unix-type systems

Databases

GoLang

Perl

Ruby

Shell

Job description

Staff Technical Support Engineer

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Are you ready to power the World's connections?

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.

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 requires the candidates to be able to work 4 PM - 1 AM (India Time) to support the EST shift.

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 ServiceMesh 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 with our customers, by looking for better ways to do the work we do, improve the tools we use and the how we raise the bar on the service we deliver to our Global 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
• 6+ 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, Shell

About Kong

Kong Inc., a leading developer of cloud API technologies, is on a mission to enable companies around the world to become ‘API-first’ and securely accelerate AI adoption. Kong helps organizations globally — from startups to Fortune 500 enterprises — unleash developer productivity, build securely, and accelerate time to market. For more information about Kong, please visit www.konghq.com or follow us on X @thekonginc.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Information Technology

Industries: Software Development

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