Staff Technical Support Engineer: API & AI Reliability

Kong; United States; On-site; USD 110,000 - 170,000; Full time

Job summary

Kong is seeking a Staff Technical Support Engineer to lead investigations and resolutions of complex customer issues in production environments. You will own cases, work with customers, Product, and Engineering, and contribute to knowledge bases. Core duties include troubleshooting with logs and metrics, mentoring peers, and driving improvements across enterprise support.

Weekend on-call duties apply. The role emphasizes collaboration across global teams, deep technical investigations, and clear

Qualifications

• Strong understanding of REST and RESTful APIs.
• Coding skills, with the ability to read, understand, and troubleshoot code.
• Highly experienced with containers, cluster deployment, and management tools such as Docker and Kubernetes.
• 5+ years of experience in a customer-facing technical role.
• Basic proficiency in AI concepts, including tokens, prompts, and LLMs.

Responsibilities

• Working with developers, platform teams, and technical leaders worldwide to troubleshoot complex issues and help them get the most out of Kong products and technologies.
• Leading technical investigations using logs, metrics, configuration, code, and customer context to understand the problem and drive it towards resolution.
• Collaborating with customers, teammates, Product, and Engineering to diagnose difficult issues, identify root causes, and recommend practical next steps.
• Taking ownership of high-impact and escalated support cases, ensuring communication is clear, timely, and appropriate for both technical and business stakeholders.
• Creating knowledge articles that complement our documentation and help customers better understand product behaviour, troubleshooting approaches, and real-world use cases.
• Sharing knowledge with other support engineers through mentoring, case reviews, technical enablement, and support-led documentation.
• Driving improvement within the support team by finding better ways to work, improving the tools we use, and raising the bar on the service we deliver to enterprise customers.
• Providing structured feedback to Product and Engineering based on customer issues, recurring support patterns, product gaps, and operational challenges seen in the field.
• Weekend on-call duties

Skills

REST APIs

Code reading

Troubleshooting

Stakeholder communication

Tools

Docker

Kubernetes

Job description

Kong is seeking a Staff Technical Support Engineer to lead investigations and resolutions of complex customer issues in production environments. You will own cases, work with customers, Product, and Engineering, and contribute to knowledge bases. Core duties include troubleshooting with logs and metrics, mentoring peers, and driving improvements across enterprise support.

Weekend on-call duties apply. The role emphasizes collaboration across global teams, deep technical investigations, and clear