Join Kong's Technical Support Engineering team to resolve complex issues and influence product development in a customer-facing role.
Posted by employer 2 hours ago
First seen on Joblaze 1 hour ago
Last verified on the company career page 1 hour ago
What you'll build
- Resolve complex technical issues
- Create knowledge articles
- Provide real-time feedback to engineering
- Drive cross-functional projects
- Provide technical mentorship
Must have
- Strong foundation in API management
- Experience implementing secure authentication
- Expertise with cloud infrastructure
- Operational knowledge of Git/GitHub
- 8+ years in a customer-facing technical role
AI in the day-to-day
Ability to utilize AI tools (Claude, Gemini, etc.) to streamline technical workflows and diagnostics.
Requirements
- Experience
- 8+ years
Not disclosed in this posting: compensation, work arrangement, visa sponsorship.
Joblaze summary
In the role of Senior Staff Technical Support Engineer at Kong, the individual will tackle complex technical challenges while collaborating with customers and internal teams to enhance product performance. Key skills include a strong background in API management, cloud infrastructure, and modern application architectures, alongside experience in customer-facing technical roles. This position is well-suited for seasoned professionals with a track record in leadership and escalation management, particularly those who thrive in high-stakes environments. The role also emphasizes innovation within the support team, contributing to the overall customer experience.
Joblaze insights
Quick facts
- How much experience is required?
- At least 8 years of relevant experience for this Senior Staff Technical Support Engineer role.
- What's the tech stack?
- Joblaze extracted these technologies from the posting: API, AWS, Azure, CI/CD, Docker, GCP.
- What seniority level is this role?
- Kong targets staff-level candidates for this position.
- Is this full-time or contract?
- Full-time for this Senior Staff Technical Support Engineer role at Kong.
From the original posting
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
Serve as a trusted advisor to Support leadership by delivering executive summaries, detailed Root Cause Analyses (RCAs), and strategic insights for high-severity escalations
Drive key cross-functional projects that improve product stability, operational workflows, and the overall customer experience
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
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
Specialized support expertise tailored to high-value enterprise clients and executive accounts.
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