Senior API Support Engineer - Enterprise Impact

engineeringjobs.net, Inc.; California (PA); On-site; USD 120,000 - 180,000; Full time

Job summary

Kong Inc. is seeking a Technical Support Engineer to resolve complex, mission-critical issues across production and pre-production environments.

You will collaborate with developers to champion the customer's voice and influence product roadmaps, driving high-impact work and lasting relationships with customers and partners. Join our TSE team to work on Kong’s API Gateway and AI Gateway solutions, troubleshoot via live calls and emails, and contribute to knowledge base articles.

Qualifications

• 5+ years in a high-touch, customer-facing technical role.
• Strong foundation in API management and HTTP protocols.
• Experience with cloud infrastructure and container orchestration.

Responsibilities

• Collaborate with top developers to implement Kong products and technologies such as API Gateway and AI Gateway solutions.
• Lead investigations of complex technical puzzles and resolve customer issues via live troubleshooting calls and emails.
• Create knowledge articles to complement documentation and assist customers.
• Provide real-time feedback to engineering and product on performance and customer needs.
• Coordinate with Education, TAMs, CSMs, and PS for customer issues.
• Drive innovation within the support team and tools to improve service for Global 5000 customers.
• Mentor teammates and participate in ad hoc projects.

Skills

API management

HTTP protocols

Cloud infrastructure

Kubernetes

Git/GitHub

CI/CD workflows

OAuth/OpenID Connect

AI tools

Customer-facing tech role

Tools

Docker

Kubernetes

Git/GitHub

Serverless

Job description

Kong Inc. is seeking a Technical Support Engineer to resolve complex, mission-critical issues across production and pre-production environments.

You will collaborate with developers to champion the customer's voice and influence product roadmaps, driving high-impact work and lasting relationships with customers and partners. Join our TSE team to work on Kong’s API Gateway and AI Gateway solutions, troubleshoot via live calls and emails, and contribute to knowledge base articles.