Join Kong as a Senior Technical Support Engineer to resolve complex technical issues and support innovative API technologies.
Posted by employer 1 month ago
First seen on Joblaze 1 month ago
Last verified on the company career page 20 hours ago
Skills & Technologies
What you'll build
- Assist customers in resolving complex technical issues
- Create knowledge articles for product use cases
- Provide feedback to engineering and product teams
- Collaborate with customer-facing teams
- Participate in innovation within the support team
Must have
- 3+ years of experience in a customer-facing technical role
Nice to have
- Familiarity with DNS
- Linux/Unix-type systems
- GoLang experience
- Lua experience
- Experience with scripting languages
Practical constraints
- Hybrid work: 3 days in office, 2 days remote
- Operate during EMEA business hours / US EST business hours
Requirements
- Experience
- 3+ years
Not disclosed in this posting: compensation, visa sponsorship.
Joblaze summary
In this role, the Senior Technical Support Engineer at Kong engages with customers to troubleshoot and resolve complex technical issues related to API and AI Gateway solutions. The position requires proficiency in RESTful APIs, coding, and cloud technologies, along with strong problem-solving skills. Ideal candidates have over three years of experience in customer-facing technical roles and a collaborative mindset. The team operates in a fast-paced startup environment, emphasizing innovation and customer success.
Joblaze insights
Quick facts
- Is the Senior Technical Support Engineer role remote?
- It's hybrid — Kong expects some on-site time in Bangalore, India.
- How much experience is required?
- At least 3 years of relevant experience for this Senior Technical Support Engineer role.
- Where is the role based?
- Kong is hiring for this position in Bangalore, India.
- What's the tech stack?
- Joblaze extracted these technologies from the posting: Docker, Golang, Kubernetes, Lua, Perl, REST.
- What seniority level is this role?
- Kong targets senior candidates for this position.
- Is this full-time or contract?
- Full-time for this Senior Technical Support Engineer role at Kong.
From the original posting
Technical Support Engineer
Are you ready to join the API revolution?
About the Role:
You will be working at a hectic and fast-paced startup as an engineer in the Technical Support Engineering (TSE) team. This team is responsible for assisting Kong customers in resolving complex technical issues in production and pre-production environments.
You will have the opportunity to work with your teammates and our customers to support many new, leading-edge technologies that solve real challenges. You will work to provide robust feedback and guidance to our product and engineering teams while being a voice for our customers. You want to make our customers and partners successful while strengthening their relationship with Kong. You can make a huge impact and have real ownership for the work you do.
This opportunity is hybrid, with 3 days in the office and 2 days working from home, and requires the candidates to operate either EMEA business hours / US EST Business hours
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:
You are a voracious learner who loves to dig into technical mysteries and has the creativity to solve complex technical problems
You can build relationships with like-minded teammates, smart customers, and global partners
Share a growth mindset, learn and adapt quickly
Some of the skills that you will regularly use include:
REST and RESTful APIs
Coding skills (at a minimum, read and troubleshoot code)
Cloud technologies, containers, cluster deployment, and management tools like Docker, Docker Swarm, Kubernetes, and others
You know your way around web architectures, including HTTP
3+ years of experience in a customer-facing technical role
Bonus Points:
Familiarity with DNS, Linux/Unix-type systems, and/or databases
GoLang and/or Lua experience
Experience with scripting languages such as Perl, Ruby, and Shell
#LI-PC1
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