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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in API Management, Secure Authentication, and Cloud Technologies while providing high-level support for enterprise clients. Proven ability to lead technical investigations, mentor team members, and drive innovation in service delivery.
Highest-signal resume keywords
API ManagementSecure AuthenticationAWSKubernetesCustomer-Facing Technical Role
Tech Stack
Tools & technologiesAbout the role
Key responsibilities & impact- 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
What you’ll need- 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
Comp & perks- Equity
- Bonus
- Health insurance
- Dental insurance
- Vision insurance
- Paid holidays
- Paid time off (PTO)
- Professional development opportunities and tools
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
HTTP ProtocolsOpenID ConnectOAuthGit/GitHubCI/CD WorkflowsAI ToolsDockerServerlessRoot Cause AnalysisTechnical Troubleshooting
Soft Skills
LeadershipMentoringCollaborationCommunicationProblem-Solving
Tools & Technologies
Kong ProductsAPI GatewayAI GatewayCloud PlatformsChange Control
Industry Keywords
Enterprise EnvironmentGlobal 5000 CustomersHigh-Severity EscalationsTechnical Account ManagementSolutions Architecture