Senior Customer Success Engineer

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Proactively manage the Zendesk queue, ensuring adherence to SLAs and addressing critical escalations.

• Serve as a point of escalation for systemic issues and lead the resolution of incidents.

• Collaborate with Senior and Principal engineers across different regions to tackle recurring support workflow challenges.

• Direct triage practices within the team.

• Provide coaching and mentorship to regional Customer Success Engineers.

• Establish standards for technical quality, communication, accountability, and customer ownership.

• Identify capability gaps and assist in addressing them through training, documentation, and input on hiring.

• Cultivate trusted relationships with key Enterprise customers through account syncs.

• Oversee onboarding processes for Enterprise customers and conduct regular technical syncs.

• Collaborate with Account Management to pinpoint customer risks, recurring issues, and opportunities.

• Lead in-depth technical investigations, complex debugging, and source code analysis.

• Contribute bug fixes, minor features, or workarounds to assist customers.

• Develop and implement tools, automation, and AI solutions to minimize response and resolution times.

• Maintain ticket quality and ensure actionable submissions to Product.

• Document essential knowledge in Zendesk, debugging guides, and external documentation.

• Meet escalation SLAs and participate in the 24/7 global support on-call rotation.

• Take ownership of high-severity incidents and critical customer escalations.

• Review team metrics and assist in setting goals and focus areas.

• Represent Customer Success in company initiatives and help evolve support policies.

• Contribute insights to the monthly Voice of the Customer digest.

• Lead root cause analyses and post-mortems for significant incidents.

• Decrease ticket volume by identifying recurring issues and suggesting sustainable platform or documentation solutions.

• Assist in evolving support strategy, tooling, structure, and hiring as Tyk expands.

⛳️ Requirements

• Extensive experience in technical support, Customer Success Engineering, or related roles, with a demonstrated track record in managing complex escalations and driving systemic improvements.

• Proven experience in coaching or mentoring engineers.

• Strong technical knowledge and a hands-on engineering approach, including problem reproduction, log analysis, source code examination, and diagnosing distributed systems.

• In-depth knowledge of Docker and Kubernetes, including deployment debugging, networking, configuration, scaling, and application behavior in containerized environments; this is crucial.

• Experience in deploying and troubleshooting on-premise environments, including setting up representative customer environments.

• Strong background with large Enterprise customers and intricate technical environments.

• Significant experience with APIs and API Management, encompassing gateways, authentication, networking, traffic flows, and distributed architectures.

• Comfort with learning technologies such as Redis, MongoDB, SQL databases, load balancers, proxies, SSO, OAuth/OIDC, and Identity Providers.

• Willingness to contribute to product code and documentation updates.

• Exceptional written and verbal communication skills across both technical and non-technical audiences.

• Ability to lead without direct authority and influence Product, Engineering, Account Management, and Customer Success teams.

• Passion for operational excellence, automation, AI integration, and scalable Customer Success methodologies.

• A growth mindset characterized by curiosity, humility, and a desire for continuous improvement.

• Comfort in collaborating with customers across regions and readiness to participate in rotational on-call shifts, including weekends.

🏝️ Benefits

• Unlimited paid holidays.

• Total flexibility in working hours.

• Remote work opportunities from any location worldwide.

• Employee share scheme.

• Generous maternity and paternity leave.

• Volunteering Days.

• Company retreats.

• Employee Wellbeing platform.