Staff Technical Support Engineer

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

About the Role:

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

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
• 5+ years in a high-touch, customer-facing technical role (e.g., Support Engineering, Solutions Architecture, or Technical Account Management)

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.