Technical Customer Success

• 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

Explore Senior Customer Success Engineer at Tyk. Review requirements and application details.

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