Senior Staff Technical Support Engineer

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $130k - $170k / year

⏰ Full Time

🟠 Senior

📞 Support Engineer

👻 Ghost score 2%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Kong Inc.

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2017

💼 Consulting

📦 Logistics

🔌 API

💰 $100M Series D on 2021-02

Consulting • Logistics • API

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

• Resolve complex, mission-critical issues across production and pre-production environments • Implement Kong products and technologies, including API Gateway and AI Gateway solutions • Lead investigations of complex technical issues and resolve customer problems through live troubleshooting calls and email in an enterprise environment • 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 • Drive innovation in support processes, tools, and service delivery for Global 5000 customers • Mentor team members and participate in ad hoc projects • Deliver executive summaries, detailed Root Cause Analyses, and strategic insights for high-severity escalations • Drive cross-functional projects improving product stability, operational workflows, and customer experience

🎯 Requirements

• Strong foundation in API management, HTTP protocols, and modern application architectures • Experience implementing secure authentication and authorization flows, including OpenID Connect and OAuth • Expertise with AWS, Azure, GCP, Docker, Kubernetes, and Serverless • Operational knowledge of Git/GitHub versioning, change control, and CI/CD workflows • Ability to utilize AI tools such as Claude and Gemini for technical workflows and diagnostics • 8+ years 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

🏖️ Benefits

• Equity • Bonus • Health insurance • Dental insurance • Vision insurance • Paid holidays • Paid time off (PTO) • Professional development opportunities and tools