Senior Technical Support Engineer – AI/API Gateway Expert

OpenKrill; United States; À distance; USD 120 000 - 190 000; Plein temps

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

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

Outils

Docker

Kubernetes

Git/GitHub

CI/CD

Description du poste

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