Customer Success Engineer Pod Lead (AMER)

Tyk Technologies

7d•Remote

About The Position

As a Customer Success Pod Lead at Tyk, you're a strategic and technical leader within our Customer Success team. This isn't just about reacting to tickets - you'll help build a proactive function that spots risk early, strengthens customer trust, and makes sure customers get real value from Tyk. You'll lead complex, high-priority customer engagements, mentor Customer Success Engineers, and partner with Engineering, Product, and Account Management to turn customer feedback into real improvements. You'll also shape how the team works day to day - building processes that scale, and championing AI adoption to speed up debugging, share knowledge, and cut out repetitive work. When things get complicated - technical, customer-facing, or cross-functional - you're who people turn to. You'll play a key role in defining what modern Customer Success looks like at Tyk.

Requirements

Extensive experience in Technical Support, Customer Success Engineering, or a similar customer-facing technical role, with a track record leading complex escalations and driving systemic improvements.
A strong, hands-on engineering mindset - comfortable reproducing issues, digging through logs and config, reading source code, and diagnosing problems across distributed systems.
Strong Docker and Kubernetes knowledge is essential. A large share of our customer environments are containerized, and many investigations involve debugging Kubernetes deployments, networking, and scaling.
Experience deploying and troubleshooting on-premise environments and a solid background with large Enterprise customers, ideally including API/API Management (gateways, authentication, networking, distributed architectures).
Comfortable getting hands-on with unfamiliar technologies - Redis, MongoDB, SQL databases, load balancers, proxies, SSO, OAuth/OIDC, and Identity Providers.
Sharp debugging instincts and excellent communication - you can move from symptom to root cause and explain it clearly to both customers and internal teams.
Demonstrated ability to lead without authority, and a growth mindset: curious, humble, and always looking to improve yourself and the people around you.
Comfortable working with customers across regions, with willingness to take part in rotational on-call (including weekends), and to contribute code and documentation changes directly.

Responsibilities

Own the health of the Zendesk queue and be the first point of call for critical, high-impact escalations, stepping in before issues reach Product, and taking part in the 24/7 on-call rotation (weekends included).
Coach and mentor Customer Success Engineers, raising the bar for technical quality and ownership across the pod, and helping close capability gaps through training, hiring, and documentation.
Lead the toughest technical investigations - debugging, source code analysis, root cause analysis - and drive the process improvements, automation, and AI adoption that make the whole team faster.
Build trusted, senior-level relationships with key Enterprise customers, partnering with Account Management to catch risk early and championing improvements to the customer journey.
Turn support data into action - feeding it to Product and Engineering, evolving support policies as Tyk scales, and representing Customer Success Engineering in company-wide initiatives.