Customer Success Engineer, Pod Lead

🔥 39 minutes ago

🌐 Canada, Mexico, +4 more countries – Remote

🇨🇦 Canada – Remote 🇲🇽 Mexico – Remote 🇦🇷 Argentina – Remote 🇨🇴 Colombia – Remote 🇺🇸 United States – Remote 🇵🇪 Peru – Remote

⏰ Full Time

🟠 Senior

🧑‍🔧 Technical Customer Success Manager

👻 Ghost score 10%

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Tyk

WebsiteLinkedInAll Job Openings

51 - 200 employees

🔌 API

☁️ SaaS

🏢 Enterprise

API • SaaS • Enterprise

Tyk is a comprehensive API management platform that provides a powerful and customizable API gateway for secure and simple API management (APIM). It supports both synchronous and asynchronous APIs, including REST, GraphQL, and real-time event streams, making it a central hub for managing and monetizing APIs. Tyk is known for its robust API security, governance, and analytics, allowing businesses to efficiently manage API design, operations, and optimization. It caters to platform teams and developers with a focus on automation, scalability, and innovation. Tyk offers various deployment options, including Tyk Cloud, Tyk Self-Managed, and Tyk Hybrid, ensuring flexibility across different environments. Recognized as a leader in API management, Tyk harnesses open-source for increased innovation and open API standards for enhanced API design and governance.

📋 Description

• Own the health of the Zendesk queue • Serve as the first point of contact for critical, high-impact escalations • Participate in the 24/7 on-call rotation, including weekends • Coach and mentor Customer Success Engineers • Help close capability gaps through training, hiring, and documentation • Lead complex technical investigations, including debugging, source code analysis, and root cause analysis • Drive process improvements, automation, and AI adoption • Build trusted senior-level relationships with key Enterprise customers • Partner with Account Management to identify customer risk early • Feed support data to Product and Engineering • Evolve support policies as Tyk scales • Represent Customer Success Engineering in company-wide initiatives

🎯 Requirements

• Extensive experience in Technical Support, Customer Success Engineering, or a similar customer-facing technical role • Track record leading complex escalations and driving systemic improvements • Strong, hands-on engineering mindset • Ability to reproduce issues, analyze logs and configuration, read source code, and diagnose distributed systems • Strong Docker and Kubernetes knowledge • Experience deploying and troubleshooting on-premise environments • Solid background with large Enterprise customers, ideally including API/API Management • Familiarity with Redis, MongoDB, SQL databases, load balancers, proxies, SSO, OAuth/OIDC, and Identity Providers • Sharp debugging instincts and excellent communication • Ability to lead without authority and a growth mindset • Willingness to participate in rotational on-call, including weekends • Comfortable working with customers across regions • Ability to contribute code and documentation changes directly

🏖️ Benefits

• Unlimited paid holidays • Total flexibility in working hours • Remote working from anywhere in the world • Employee share scheme • Generous maternity and paternity leave • Volunteering Days • Company retreats • Employee Wellbeing platform