Senior Staff Technical Support Engineer

Kong; United States; Presencial; USD 150 000 - 210 000; Tempo integral

Resumo da oferta

Kong is seeking a seasoned Technical Support Engineer to resolve complex issues across production and pre-production environments. You will collaborate with developers worldwide on Kong's API Gateway and AI Gateway solutions, lead investigations, and craft knowledge articles.

You’ll work with cross-functional teams to influence product direction, mentor teammates, and provide strategic insight on high-severity escalations.

Qualificações

• Strong foundation in API management, HTTP protocols, and modern architectures.
• Experience implementing secure authentication flows (OIDC, OAuth).
• Expertise with cloud infrastructure (AWS, Azure, GCP) and Kubernetes/Docker.
• Operational knowledge of Git/GitHub versioning, change control, and CI/CD workflows.
• Ability to utilize AI tools (Claude, Gemini) to streamline technical workflows.
• 8+ years in a high-touch, customer-facing technical role (e.g., Support Engineering, Solutions Architecture, or Technical Account Management).
• Proven leadership and escalation management within a technical role.
• Ability to drive high-impact technical projects alongside daily support queue management.

Responsabilidades

• Leading the investigation of complex technical puzzles and resolving issues via live troubleshooting calls and emails.
• Creating knowledge articles to complement documentation and enable customers to understand product use cases.
• Collaborating with engineering and product by providing real-time feedback about performance and customer needs.
• Working with Education, Technical Account Managers, CSMs, and PS to resolve customer issues.
• Bringing innovation to the support team and improving tools and processes.
• Providing technical mentorship and participating in ad hoc projects.
• Delivering executive summaries, RCAs, and strategic insights for high-severity escalations.
• Driving cross-functional projects that improve product stability and customer experience.

Conhecimentos

API management

HTTP protocols

Cloud platforms

Kubernetes

Docker

OpenID Connect/OAuth

Git/GitHub

Serverless

AI tools

Leadership & escalation

Enterprise support

Customer-facing experience

Ferramentas

Docker

Kubernetes

GitHub

CI/CD

Descrição da oferta de emprego

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.

Join Kong's fast-paced Technical Support Engineering (TSE) team to resolve complex, mission-critical issues across production and pre-production environments. In this role, engineer-to-engineer collaboration drives success as you champion the customer's voice, directly influencing our product and engineering roadmaps. Expect high-impact work, genuine ownership, and the opportunity to build lasting relationships with customers and partners while mastering cutting-edge technologies.

What you’ll do:

• 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
• Serve as a trusted advisor to Support leadership by delivering executive summaries, detailed Root Cause Analyses (RCAs), and strategic insights for high-severity escalations
• Drive key cross-functional projects that improve product stability, operational workflows, and the overall customer experience

What you’ll bring:

• Strong foundation in API management, HTTP protocols, and modern application architectures
• Experience implementing secure authentication and authorization flows (e.g., OpenID Connect, OAuth)
• Expertise with cloud infrastructure (AWS, Azure, GCP) and container orchestration (Docker, Kubernetes, Serverless)
• Operational knowledge of Git/GitHub versioning, change control, and CI/CD workflows
• Ability to utilize AI tools (Claude, Gemini, etc.) to streamline technical workflows and diagnostics
• 8+ years in a high-touch, customer-facing technical role (e.g., Support Engineering, Solutions Architecture, or Technical Account Management)
• Proven leadership and escalation management within a technical role
• Ability to drive high-impact technical projects alongside daily support queue management
• Specialized support expertise tailored to high-value enterprise clients and executive accounts.

#LI-MP1

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.