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Tyk

Senior Customer Success Engineer

Tyk

. Proactively oversee the Zendesk queue, ensure SLAs are met and handle critical escalations .

Posted 11/12/2026full-timeRemote • Canada, United States, Brazil, Colombia, MexicoSeniorWebsite

Core Competencies

Role fit
Core Competencies

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Demonstrates extensive experience in technical support and Customer Success Engineering, with a strong focus on incident resolution, coaching, and mentoring. Proficient in managing complex escalations and implementing systemic improvements while fostering relationships with Enterprise customers.

Highest-signal resume keywords
Technical Support LeadershipDocker and Kubernetes ExpertiseAPI Management ProficiencyIncident Resolution and Root Cause AnalysisCustomer Success Strategy Development

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills
Incident ResolutionDebuggingSource Code AnalysisAPI ManagementTechnical DocumentationOn-Premise Environment TroubleshootingContainerizationDistributed Systems DiagnosisAutomationTechnical Training
Soft Skills
Coaching and MentoringExceptional CommunicationInfluencing Without AuthorityGrowth MindsetCuriosity
Tools & Technologies
ZendeskRedisMongoDBSQL DatabasesLoad BalancersProxiesSSOOAuth/OIDCAI ToolsAutomation Tools
Industry Keywords
Customer Success EngineeringEnterprise CustomersTechnical EscalationsOperational ExcellenceSupport Strategy

Tech Stack

Tools & technologies
Distributed SystemsDockerKubernetesMongoDBRedisSQL

About the role

Key responsibilities & impact
  • Proactively oversee the Zendesk queue, ensure SLAs are met and handle critical escalations
  • Lead incident resolution and act as the escalation point for systemic issues
  • Work with Senior and Principal engineers across regions to resolve recurring support workflow challenges
  • Guide triage practices for rapid and accurate issue isolation
  • Coach and mentor regional Customer Success Engineers
  • Set standards for technical quality, communication, accountability and customer ownership
  • Identify capability gaps and help address them through training, documentation and hiring input
  • Build trusted relationships with key Enterprise customers through account syncs
  • Lead Enterprise customer onboardings and regular technical syncs
  • Partner with Account Management to identify customer risks, recurring pain points and opportunities
  • Lead deep technical investigations, complex debugging and source code analysis
  • Contribute bug fixes, small features or workarounds through innersourcing
  • Build and adopt tools, automation and AI to reduce response and resolution time
  • Maintain ticket quality and actionable Product submissions
  • Document critical knowledge in Zendesk, debugging guides and external documentation
  • Meet escalation SLAs and participate in the 24/7 global support on-call rotation
  • Own high-severity incidents and critical customer escalations
  • Review team metrics and help set goals and focus areas
  • Represent Customer Success in company initiatives and evolve support policies
  • Contribute trends to the monthly Voice of the Customer digest
  • Lead root cause analyses and post-mortems for major incidents
  • Reduce ticket volume by identifying recurring pain points and proposing durable fixes
  • Help evolve support strategy, structure, tooling and hiring as Tyk grows

Requirements

What you’ll need
  • Extensive experience in technical support, Customer Success Engineering or similar roles, with proven leadership in complex escalations and systemic improvements
  • Experience coaching or mentoring engineers
  • Strong technical depth and a hands-on engineering mindset, including reproducing problems, working through logs and configuration, reading source code, and diagnosing issues across distributed systems
  • Strong Docker and Kubernetes knowledge, including debugging deployments, networking, configuration, scaling and application behaviour in containerized environments; this is essential
  • Experience deploying and troubleshooting on-premise environments, including standing up representative customer environments
  • Strong background with large Enterprise customers and complex technical environments
  • Strong experience with APIs and API Management, including gateways, authentication, networking, traffic flows and distributed architectures
  • Comfort learning technologies such as Redis, MongoDB, SQL databases, load balancers, proxies, SSO, OAuth/OIDC and Identity Providers
  • Comfort contributing product code and documentation changes
  • Exceptional written and verbal communication across technical and non-technical stakeholders
  • Ability to lead without authority, influencing Product, Engineering, Account Management and Customer Success
  • Passion for operational excellence, automation, AI adoption and scalable Customer Success practices
  • Growth mindset, curiosity, humility and desire to keep improving
  • Comfort working with customers across regions and willingness to join rotational on-call shifts, including weekends

Benefits

Comp & perks
  • Excellent Medical, Dental, and Vision packages
  • 401k plan
  • Unlimited paid holiday
  • Total flexibility in hours
  • Employee share scheme
  • Generous maternity and paternity leave
  • Company retreats
  • Remote working from anywhere in the world