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Kong is seeking a Senior Staff Technical Support Engineer to join its fast-paced Technical Support Engineering (TSE) team. You will resolve complex, mission-critical issues across production and pre-production environments, working directly with enterprise customers and influencing Kong's product and engineering roadmaps through engineer-to-engineer collaboration.
In this role, you will investigate complex technical issues and work collaboratively to understand and resolve customer problems via live troubleshooting calls and emails. You'll create knowledge articles to complement Kong's documentation, work closely with engineering and product teams to provide real-time feedback on product performance and customer needs, and collaborate with customer-facing teams including Education, Technical Account Managers, CSMs, and Professional Services.
You will participate in driving innovation within the support team and company by identifying better ways to work, improving tools, and raising the bar on service delivery to Kong's Global 5000 customers. You'll provide technical mentorship to other team members, participate in ad hoc projects, and serve as a trusted advisor to Support leadership by delivering executive summaries, detailed Root Cause Analyses (RCAs), and strategic insights for high-severity escalations. You will also drive key cross-functional projects that improve product stability, operational workflows, and overall customer experience.
Kong's platform includes an API Gateway and AI Gateway, serving Fortune 500 companies and AI-native startups. The company is positioned as the AI Connectivity Company, building the connectivity layer for AI.
REQUIREMENTS:
- 8+ years in a high-touch, customer-facing technical role (Support Engineering, Solutions Architecture, or Technical Account Management)
- Strong foundation in API management, HTTP protocols, and modern application architectures
- Experience implementing secure authentication and authorization flows (OpenID Connect, OAuth)
- Expertise with cloud infrastructure (AWS, Azure, GCP) and container orchestration (Docker, Kubernetes, Serverless)
- Operational knowledge of Git/GitHub versioning, change control, and CI/CD workflows
- Ability to utilize AI tools (Claude, Gemini, etc.) to streamline technical workflows and diagnostics
- Proven leadership and escalation management within a technical role
- Ability to drive high-impact technical projects alongside daily support queue management
- Specialized support expertise tailored to high-value enterprise clients and executive accounts
