Senior API Support Engineer — Enterprise & AI Gateways

Kong; United States; Remote; USD 120,000 - 180,000; Full time

Job summary

Kong Inc. is seeking a Technical Support Engineer to tackle complex, mission-critical issues across production environments. You will collaborate with top developers, champion the customer voice, and influence product roadmaps while mentoring teammates and driving innovation.

You will engage in live troubleshooting, create knowledge articles, and work cross-functionally with Education, TAMs, CSMs, and PS to deliver exceptional support for Global 5000 customers.

Qualifications

• 5+ years in a high-touch, customer-facing technical role.
• Strong foundation in API management and HTTP protocols.
• Experience with cloud infrastructure (AWS, Azure, GCP) and container orchestration (Docker, Kubernetes, Serverless).
• Experience implementing secure authentication/authorization flows (OpenID Connect, OAuth).
• Ability to use AI tools to streamline technical workflows and diagnostics.

Responsibilities

• Work with top developers to implement Kong products and technologies, including API Gateway and AI Gateway.
• Lead investigations of complex technical issues via live troubleshooting calls and emails in an enterprise environment.
• Create knowledge articles to complement documentation and improve customer understanding of use cases.
• Collaborate with engineering and product to provide real-time feedback on performance and customer needs.
• Coordinate with Education, TAMs, CSMs, and PS for customer issues.
• Drive innovation in the support team and tools to raise service quality for Global 5000 customers.
• Mentor teammates and participate in ad hoc projects.

Skills

API management

HTTP protocols

Cloud infrastructure

Container orchestration

Git/GitHub

AI tools

Customer-facing

Tools

Docker

Kubernetes

Git/GitHub

Serverless

Job description

Kong Inc. is seeking a Technical Support Engineer to tackle complex, mission-critical issues across production environments. You will collaborate with top developers, champion the customer voice, and influence product roadmaps while mentoring teammates and driving innovation.

You will engage in live troubleshooting, create knowledge articles, and work cross-functionally with Education, TAMs, CSMs, and PS to deliver exceptional support for Global 5000 customers.