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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates extensive experience in technical support and Customer Success Engineering, with a strong focus on leading complex escalations and systemic improvements. Proficient in Docker, Kubernetes, API Management, and fostering operational excellence through automation and AI adoption.
Highest-signal resume keywords
Technical Support LeadershipDocker and Kubernetes ExpertiseAPI Management ProficiencyCoaching and Mentoring SkillsCustomer Relationship Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Technical SupportIncident ResolutionSource Code AnalysisDebuggingDistributed Systems DiagnosisOn-Premise Environment TroubleshootingAPI ManagementAutomationDocumentation ChangesOperational Excellence
Soft Skills
Exceptional CommunicationInfluencing Without AuthorityGrowth MindsetCuriosityHumility
Tools & Technologies
ZendeskRedisMongoDBSQL DatabasesLoad BalancersProxiesSSOOAuth/OIDCIdentity ProvidersAutomation Tools
Industry Keywords
Customer Success EngineeringEnterprise CustomersTechnical EnvironmentsEscalation ManagementSupport Strategy
Tech Stack
Tools & technologiesDistributed SystemsDockerKubernetesMongoDBRedisSQL
About the role
Key responsibilities & impact- Proactively oversee the Zendesk queue, ensure SLAs are met and handle critical escalations
- Act as an escalation point for systemic issues and lead incident resolution
- Work with Senior and Principal engineers across regions to resolve recurring support workflow challenges
- Guide triage practices across the team
- 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 risk, recurring pain points and opportunities
- Lead deep technical investigations, complex debugging and source code analysis
- Contribute bug fixes, small features or workarounds to unblock customers
- Build and adopt tools, automation and AI to reduce response and resolution time
- Maintain ticket quality and actionable submissions to Product
- 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 platform or documentation fixes
- Help evolve support strategy, tooling, structure 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 hands-on engineering mindset, including reproducing problems, working through logs and configuration, reading source code, and diagnosing 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 and influence 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- 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