Senior Technical Support Engineer - API & AI Gateway

Kong; Sacramento (CA); Sur place; USD 140 000 - 190 000; Plein temps

Résumé du poste

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

You will collaborate with developers worldwide, champion the customer voice, and influence product roadmaps while building strong customer relationships and mastering cutting-edge technologies. You will own investigations, provide real-time feedback to engineering, and produce knowledge content to help customers understand Kong's APIs and platforms.

Qualifications

• Strong foundation in API management and HTTP protocols.
• Experience implementing secure authentication and authorization flows (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 to streamline technical workflows and diagnostics.
• 5+ years in a high-touch, customer-facing technical role (e.g., Support Engineering, Solutions Architecture, or Technical Account Management).

Responsabilités

• Collaborate with top developers to implement Kong Products and Technologies.
• Lead complex live troubleshooting calls and emails in an enterprise environment.
• Create knowledge articles to complement documentation and help customers understand use cases.
• Provide real-time feedback to engineering and product on performance and customer needs.
• Collaborate with Education, TAMs, CSMs, and PS for customer issues.
• Drive innovation within the support team and tools, raising service standards.
• Mentor teammates and participate in ad hoc projects.

Connaissances

API management

HTTP protocols

OIDC/OAuth

Cloud infrastructure

Docker

Kubernetes

Git/GitHub

CI/CD

AI tools

Outils

Docker

Kubernetes

GitHub

Serverless

Description du poste

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

You will collaborate with developers worldwide, champion the customer voice, and influence product roadmaps while building strong customer relationships and mastering cutting-edge technologies. You will own investigations, provide real-time feedback to engineering, and produce knowledge content to help customers understand Kong's APIs and platforms.