Senior Customer Success Engineer

🔥 2 minutes ago

🌐 Canada, United States, +3 more countries – Remote

🇨🇦 Canada – Remote 🇺🇸 United States – Remote 🇧🇷 Brazil – Remote 🇨🇴 Colombia – Remote 🇲🇽 Mexico – Remote

⏰ Full Time

🟠 Senior

🧑‍🔧 Technical Customer Success Manager

👻 Ghost score 11%

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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

• Proactively oversee the Zendesk queue, ensure SLAs are met and handle critical escalations • Lead incident resolution and act as the escalation point for systemic issues • Work with Senior and Principal engineers across regions to resolve recurring support workflow challenges • Guide triage practices for rapid and accurate issue isolation • Coach and mentor regional Customer Success Engineers • Set standards for technical quality, communication, accountability and customer ownership • Identify capability gaps and help address them through training, documentation and hiring input • Build trusted relationships with key Enterprise customers through account syncs • Lead Enterprise customer onboardings and regular technical syncs • Partner with Account Management to identify customer risks, recurring pain points and opportunities • Lead deep technical investigations, complex debugging and source code analysis • Contribute bug fixes, small features or workarounds through innersourcing • Build and adopt tools, automation and AI to reduce response and resolution time • Maintain ticket quality and actionable Product submissions • Document critical knowledge in Zendesk, debugging guides and external documentation • Meet escalation SLAs and participate in the 24/7 global support on-call rotation • Own high-severity incidents and critical customer escalations • Review team metrics and help set goals and focus areas • Represent Customer Success in company initiatives and evolve support policies • Contribute trends to the monthly Voice of the Customer digest • Lead root cause analyses and post-mortems for major incidents • Reduce ticket volume by identifying recurring pain points and proposing durable fixes • Help evolve support strategy, structure, tooling and hiring as Tyk grows

🎯 Requirements

• Extensive experience in technical support, Customer Success Engineering or similar roles, with proven leadership in complex escalations and systemic improvements • Experience coaching or mentoring engineers • Strong technical depth and a hands-on engineering mindset, including reproducing problems, working through logs and configuration, reading source code, and diagnosing issues across distributed systems • Strong Docker and Kubernetes knowledge, including debugging deployments, networking, configuration, scaling and application behaviour in containerized environments; this is essential • Experience deploying and troubleshooting on-premise environments, including standing up representative customer environments • Strong background with large Enterprise customers and complex technical environments • Strong experience with APIs and API Management, including gateways, authentication, networking, traffic flows and distributed architectures • Comfort learning technologies such as Redis, MongoDB, SQL databases, load balancers, proxies, SSO, OAuth/OIDC and Identity Providers • Comfort contributing product code and documentation changes • Exceptional written and verbal communication across technical and non-technical stakeholders • Ability to lead without authority, influencing Product, Engineering, Account Management and Customer Success • Passion for operational excellence, automation, AI adoption and scalable Customer Success practices • Growth mindset, curiosity, humility and desire to keep improving • Comfort working with customers across regions and willingness to join rotational on-call shifts, including weekends

🏖️ Benefits

• Excellent Medical, Dental, and Vision packages • 401k plan • Unlimited paid holiday • Total flexibility in hours • Employee share scheme • Generous maternity and paternity leave • Company retreats • Remote working from anywhere in the world

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