Staff Technical Support Engineer

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

📋 Description

• Execute the deployment of Kong products and technologies, including solutions for API Gateway and AI Gateway.

• Spearhead the investigation of intricate technical challenges and assist customers through live troubleshooting sessions and email communication.

• Develop knowledge articles to enhance documentation and clarify product use cases.

• Deliver real-time feedback on product performance and customer requirements to engineering and product teams.

• Collaborate with Education, Technical Account Managers, Customer Success Managers, and Professional Services to address customer concerns.

• Recognize enhancements needed for support processes, tools, and service delivery for Global 5000 clients.

• Provide technical guidance and mentorship to team members.

• Engage in ad hoc projects as needed.

⛳️ Requirements

• Strong expertise in API management, HTTP protocols, and contemporary application architectures.

• Experience in implementing secure authentication and authorization mechanisms, including OpenID Connect and OAuth.

• Proficient in AWS, Azure, GCP, Docker, Kubernetes, and serverless computing technologies.

• Practical knowledge of Git/GitHub for version control, change management, and CI/CD processes.

• Capability to leverage AI tools such as Claude and Gemini.

• Over 5 years of experience in a high-touch, customer-facing technical role, including Support Engineering, Solutions Architecture, or Technical Account Management.

🏝️ Benefits

• Equity

• Bonus

• Healthcare benefits

• 401(k) plan

• Short- and long-term disability benefits

• Basic life and AD&D insurance