Senior Technical Support Engineer - Enterprise API & AI

Kong; United States; On-site; USD 150,000 - 210,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

API management

HTTP protocols

Cloud platforms

Kubernetes

Docker

OpenID Connect/OAuth

Git/GitHub

Serverless

AI tools

Leadership & escalation

Enterprise support

Customer-facing experience

Tools

Docker

Kubernetes

GitHub

CI/CD

Job description

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.