Staff Technical Support Engineer

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

📋 Description

• Collaborating with developers, platform teams, and technical leaders globally to resolve complex issues and maximize the use of Kong products and technologies.

• Leading technical investigations by utilizing logs, metrics, configuration, code, and customer context to comprehend the issue and guide it toward resolution.

• Partnering with customers, teammates, Product, and Engineering to troubleshoot challenging issues, pinpoint root causes, and suggest actionable next steps.

• Taking responsibility for high-impact and escalated support cases, ensuring communication is clear, timely, and suitable for both technical and business stakeholders.

• Developing knowledge articles that enhance our documentation and assist customers in understanding product behavior, troubleshooting methods, and real-world applications.

• Sharing expertise with fellow support engineers through mentoring, case reviews, technical training, and support-driven documentation.

• Fostering improvement within the support team by discovering more efficient workflows, enhancing the tools we utilize, and elevating the quality of service we provide to enterprise customers.

• Providing structured feedback to Product and Engineering based on customer concerns, recurring support trends, product deficiencies, and operational challenges encountered in the field.

⛳️ Requirements

• Over 5 years of experience in a customer-facing technical position.

• In-depth understanding of REST and RESTful APIs.

• Proficient coding skills, with the ability to read, comprehend, and troubleshoot code.

• Extensive experience with containers, cluster deployment, and management tools like Docker and Kubernetes.

• Strong grasp of web architectures, including HTTP.

• Basic knowledge of AI concepts, such as tokens, prompts, and LLMs.

• You possess curiosity, persistence, and a comfort level with delving into complex technical issues to understand the situation and identify a practical way forward.

• Ability to cultivate strong relationships with teammates, customers, and global partners.

• Comfortable leading technical discussions with customers, even in high-pressure or business-critical scenarios.

• Capable of articulating complex technical issues clearly, both in written form and during live conversations with customers.

🏝️ Benefits

• Weekend on-call responsibilities.