Senior Staff Technical Support Engineer

OpenKrill; United States; Remote; USD 120,000 - 190,000; Full time

Job summary

Kong Inc., the AI Connectivity Company, is seeking a seasoned Technical Support Engineer to tackle mission-critical issues across production and pre-production environments. You will collaborate with top developers worldwide, influence product roadmaps, and mentor teammates while delivering executive-grade analyses for escalations.

You will combine deep API, cloud, and security expertise with strong leadership to ensure customer success and overall product stability in a fast-paced global

Qualifications

• 8+ years in a high-touch, customer-facing technical role.
• Strong API management and cloud infra experience.
• Experience with OpenID Connect and OAuth.
• Experience with cloud providers (AWS, Azure, GCP) and containers (Docker, Kubernetes, Serverless).
• Ability to deliver RCAs and executive-level insights for escalations.

Responsibilities

• Collaborate with top developers to implement Kong products and technologies.
• Lead investigations of complex technical issues via live troubleshooting calls and emails in an enterprise environment.
• Create knowledge articles to complement documentation and enable customers.
• Provide real-time feedback to engineering and product on performance and needs.
• Coordinate with Education, TAMs, CSMs, and PS for customer issues.
• Drive cross-functional projects to improve product stability and customer experience.
• Mentor teammates and participate in ad hoc projects.
• Deliver executive summaries and RCAs for high-severity escalations.
• Advance innovations within the support team and across the company.

Skills

API management

HTTP protocols

Cloud infrastructure

AWS

Azure

GCP

Docker

Kubernetes

Serverless

OpenID Connect

OAuth

Git/GitHub

CI/CD

AI tools

Leadership

Escalation management

Enterprise support

Communication

Tools

Docker

Kubernetes

Git/GitHub

CI/CD

Job description

Are you ready to unlock intelligence?

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 http://www.konghq.com.