Customer Success Engineer, Pod Lead

Tyk

. Own the health of the Zendesk queue .

Posted 9/30/2026full-timeRemote • Canada, Mexico, Argentina, Colombia, United States, PeruSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive experience in Technical Support and Customer Success Engineering, with a strong engineering mindset and the ability to lead complex escalations. Proficient in debugging, source code analysis, and driving process improvements while building relationships with Enterprise customers.

Highest-signal resume keywords

Technical Support ExperienceComplex Escalation ManagementDocker KnowledgeKubernetes KnowledgeAPI Management Familiarity

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

DebuggingSource Code AnalysisRoot Cause AnalysisOn-Premise Environment TroubleshootingLog AnalysisConfiguration AnalysisDistributed Systems DiagnosisCode ContributionDocumentation Changes

Soft Skills

CoachingMentoringExcellent CommunicationGrowth MindsetAbility to Lead Without Authority

Tools & Technologies

DockerKubernetesRedisMongoDBSQL DatabasesLoad BalancersProxiesSSOOAuthOIDC

Industry Keywords

Customer Success EngineeringEnterprise CustomersTechnical SupportAI AdoptionProcess Improvements

Tech Stack

Tools & technologies

Distributed SystemsDockerKubernetesMongoDBRedisSQL

About the role

Key responsibilities & impact

Own the health of the Zendesk queue
Serve as the first point of contact for critical, high-impact escalations
Participate in the 24/7 on-call rotation, including weekends
Coach and mentor Customer Success Engineers
Help close capability gaps through training, hiring, and documentation
Lead complex technical investigations, including debugging, source code analysis, and root cause analysis
Drive process improvements, automation, and AI adoption
Build trusted senior-level relationships with key Enterprise customers
Partner with Account Management to identify customer risk early
Feed support data to Product and Engineering
Evolve support policies as Tyk scales
Represent Customer Success Engineering in company-wide initiatives

Requirements

What you’ll need

Extensive experience in Technical Support, Customer Success Engineering, or a similar customer-facing technical role
Track record leading complex escalations and driving systemic improvements
Strong, hands-on engineering mindset
Ability to reproduce issues, analyze logs and configuration, read source code, and diagnose distributed systems
Strong Docker and Kubernetes knowledge
Experience deploying and troubleshooting on-premise environments
Solid background with large Enterprise customers, ideally including API/API Management
Familiarity with Redis, MongoDB, SQL databases, load balancers, proxies, SSO, OAuth/OIDC, and Identity Providers
Sharp debugging instincts and excellent communication
Ability to lead without authority and a growth mindset
Willingness to participate in rotational on-call, including weekends
Comfortable working with customers across regions
Ability to contribute code and documentation changes directly

Benefits

Comp & perks

Unlimited paid holidays
Total flexibility in working hours
Remote working from anywhere in the world
Employee share scheme
Generous maternity and paternity leave
Volunteering Days
Company retreats
Employee Wellbeing platform