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Kong is seeking a Senior Manager for Technical Support Engineering to lead a team of 6-10 technical support engineers (TSEs) in Bangalore. The role sits at the intersection of customer success and product/engineering alignment, managing a team responsible for resolving complex technical issues in production and pre-production environments for Kong's enterprise customers.
Key responsibilities include:
- Managing and coaching a team of TSEs, providing daily direction, one-on-ones, and quality feedback
- Handling customer escalations and performance management
- Evaluating and improving support processes and procedures
- Identifying opportunities to streamline operations through process improvements and technology
- Working cross-functionally with customer experience, product, and engineering teams to enhance the customer experience
- Acting as an escalation point for customers requiring managerial intervention
- Serving as a voice for customers and community feedback to internal teams
Required qualifications:
- 10+ years in enterprise software companies with at least 3 years in a leadership position
- Strong understanding of enterprise technologies: APIs, networking, cloud infrastructure, Kubernetes, containers, and distributed systems
- Demonstrated experience managing high-severity customer escalations and production-impacting issues
- Customer-first orientation with exceptional collaboration and adaptability
- Strong leadership skills for guiding teams through growth periods
- Proficiency with Salesforce Service Cloud, JIRA, and Confluence
- Strong analytical skills to identify trends and present actionable insights
- Excellent verbal and written communication skills
- Bachelor's degree or relevant equivalent experience preferred
Kong builds the connectivity layer for the API and AI-driven world, providing API management, security, and observability solutions trusted by Fortune 500 companies and startups. The platform helps organizations manage APIs, services, and AI traffic across cloud, on-premises, and hybrid environments.
