Senior Staff Technical Support Engineer

Kong

1d•$130,000 - $170,000

About The Position

Join Kong's fast-paced Technical Support Engineering team to resolve complex, mission-critical issues across production and pre-production environments. The role emphasizes engineer-to-engineer collaboration, championing the customer's voice, and influencing product and engineering roadmaps. It offers high-impact work, ownership, and opportunities to build relationships with customers and partners while working with cutting-edge technologies. The position works with developers around the world to implement Kong products and technologies, including API Gateway and AI Gateway solutions. It involves investigating complex technical issues, troubleshooting with enterprise customers through live calls and email, creating knowledge articles, and sharing real-time feedback with engineering and product teams. The Senior Staff Technical Support Engineer also collaborates with customer-facing teams, improves support practices and tools, mentors colleagues, advises Support leadership on high-severity escalations, and leads cross-functional projects to improve product stability, operations, and customer experience.

Requirements

Strong foundation in API management, HTTP protocols, and modern application architectures.
Experience implementing secure authentication and authorization flows, such as OpenID Connect and OAuth.
Expertise with cloud infrastructure, including AWS, Azure, or GCP, and container orchestration, including Docker, Kubernetes, or Serverless.
Operational knowledge of Git/GitHub versioning, change control, and CI/CD workflows.
Ability to use AI tools such as Claude or Gemini to streamline technical workflows and diagnostics.
At least 8 years of experience in a high-touch, customer-facing technical role, such as Support Engineering, Solutions Architecture, or Technical Account Management.
Proven leadership and escalation management within a technical role.
Ability to drive high-impact technical projects alongside daily support queue management.
Specialized support expertise for high-value enterprise clients and executive accounts.

Responsibilities

Help developers implement Kong products and technologies, including API Gateway and AI Gateway solutions.
Lead investigations of complex technical issues and collaborate with enterprise customers to resolve them through live troubleshooting calls and email.
Create knowledge articles that complement documentation and help customers understand product use cases.
Provide real-time feedback to engineering and product teams about product performance and customer needs.
Collaborate with Education, Technical Account Managers, CSMs, and Professional Services on customer issues.
Identify ways to improve support work, tools, and service for Global 5000 customers.
Mentor other team members and participate in ad hoc projects.
Advise Support leadership by delivering executive summaries, detailed Root Cause Analyses, and strategic insights for high-severity escalations.
Drive cross-functional projects that improve product stability, operational workflows, and the customer experience.
Manage daily support queues while driving high-impact technical projects.