Staff Technical Support Engineer

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Kong Inc.

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2017

🔌 API

☁️ SaaS

🏢 Enterprise

💰 $100M Series D on 2021-02

API • SaaS • Enterprise

Kong Inc. is a company that provides a comprehensive API platform designed to facilitate API management, AI integration, and developer productivity. It offers solutions like Kong Gateway, Kong Konnect, and a variety of other tools targeted at managing and optimizing the API lifecycle. Kong's platform supports multi-cloud environments and is built to deliver high performance and security. It is notably recognized by Gartner as a leader in API management and supports innovations across industries like financial services, healthcare, and technology. The company emphasizes flexibility, security, and speed, making it a favored choice for enterprises looking to enhance their digital services through APIs. Kong also supports a robust community of developers and provides extensive integrations and plugins to streamline API management and operations.

📋 Description

• Working with developers, platform teams, and technical leaders worldwide to troubleshoot complex issues and help them get the most out of Kong products and technologies. • Leading technical investigations using logs, metrics, configuration, code, and customer context to understand the problem and drive it towards resolution. • Collaborating with customers, teammates, Product, and Engineering to diagnose difficult issues, identify root causes, and recommend practical next steps. • Taking ownership of high-impact and escalated support cases, ensuring communication is clear, timely, and appropriate for both technical and business stakeholders. • Creating knowledge articles that complement our documentation and help customers better understand product behaviour, troubleshooting approaches, and real-world use cases. • Sharing knowledge with other support engineers through mentoring, case reviews, technical enablement, and support-led documentation. • Driving improvement within the support team by finding better ways to work, improving the tools we use, and raising the bar on the service we deliver to enterprise customers. • Providing structured feedback to Product and Engineering based on customer issues, recurring support patterns, product gaps, and operational challenges seen in the field.

🎯 Requirements

• 5+ years of experience in a customer-facing technical role. • Strong understanding of REST and RESTful APIs. • Coding skills, with the ability to at least read, understand, and troubleshoot code. • Highly experienced with containers, cluster deployment, and management tools such as Docker and Kubernetes. • Strong understanding of web architectures, including HTTP. • Basic proficiency in AI concepts, including tokens, prompts, and LLMs. • You are curious, persistent, and comfortable digging into complex technical issues to understand what is happening and find a practical path forward. • You can build strong relationships with teammates, customers, and global partners. • You are comfortable leading technical conversations with customers, including during high-pressure or business-critical situations. • You can explain complex technical issues clearly, both in writing and in live customer conversations.

🏖️ Benefits

• Weekend on-call duties