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Kong is seeking a Senior Technical Support Engineer to join its Technical Support Engineering (TSE) team in Bangalore. This is a hybrid role requiring 3 days in-office and 2 days remote, with flexibility to operate during EMEA or US EST business hours.
You will work with Kong's customers to resolve complex technical issues in production and pre-production environments. Kong's platform includes an API Gateway and AI Gateway that serve Fortune 500 companies and AI-native startups. Your responsibilities will include:
- Collaborating with top developers globally to implement Kong products and technologies
- Leading investigations of complex technical problems and resolving customer issues through live troubleshooting calls and email support in enterprise environments
- Creating knowledge articles and documentation to help customers understand product use cases
- Providing real-time feedback to engineering and product teams about product performance and customer needs
- Working closely with cross-functional teams including Education, Technical Account Managers, Customer Success Managers, and Professional Services
- Driving innovation within the support team by identifying better processes, tools, and service delivery methods
- Mentoring other team members and participating in ad hoc projects
You are a voracious learner who enjoys solving complex technical puzzles with creativity. You build strong relationships with teammates, customers, and global partners. You have a growth mindset and adapt quickly to new challenges.
REQUIREMENTS:
- 3+ years of experience in a customer-facing technical role
- REST and RESTful APIs knowledge
- Coding skills (minimum: ability to read and troubleshoot code)
- Cloud technologies expertise including containers, cluster deployment, and management tools (Docker, Docker Swarm, Kubernetes, etc.)
- Strong understanding of web architectures, including HTTP
BONUS SKILLS:
- Familiarity with DNS, Linux/Unix systems, and/or databases
- GoLang and/or Lua experience
- Scripting language experience (Perl, Ruby, Shell)
