Customer Success Engineer, Pod Lead

This is a fully remote position, open to applicants in Canada, +5 more countries.

📋 Description

• Manage the health of the Zendesk support queue

• Act as the primary contact for critical, high-impact escalations

• Participate in the 24/7 on-call rotation, including weekends

• Mentor and coach Customer Success Engineers

• Address capability gaps through training, recruitment, and documentation

• Lead intricate technical investigations, encompassing debugging, source code analysis, and root cause identification

• Promote process enhancements, automation initiatives, and AI integration

• Establish trusted relationships with key senior-level Enterprise clients

• Collaborate with Account Management to proactively identify customer risks

• Provide support data to Product and Engineering teams

• Adapt support policies as Tyk expands

• Represent Customer Success Engineering in company-wide projects

⛳️ Requirements

• Significant experience in Technical Support, Customer Success Engineering, or a comparable customer-facing technical position

• Proven success in managing complex escalations and implementing systemic enhancements

• Strong, practical engineering mindset

• Capability to reproduce issues, analyze logs and configurations, interpret source code, and diagnose distributed systems

• In-depth knowledge of Docker and Kubernetes

• Experience in deploying and troubleshooting on-premise environments

• Robust background with large Enterprise clients, preferably with API/API Management experience

• Acquainted with Redis, MongoDB, SQL databases, load balancers, proxies, SSO, OAuth/OIDC, and Identity Providers

• Excellent debugging skills and strong communication abilities

• Capacity to lead without formal authority and a growth-oriented mindset

• Willingness to engage in rotational on-call duties, including weekends

• Comfortable interacting with customers across various regions

• Ability to contribute directly to code and documentation updates

🏝️ Benefits

• Unlimited paid holidays

• Complete flexibility in working hours

• Remote work opportunities from anywhere globally

• Employee share scheme

• Generous maternity and paternity leave policies

• Volunteering Days

• Company retreats

• Employee Wellbeing platform