Technical Customer Success

• 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

Customer Success Engineer, Pod Lead

• Lead a team of Cloud Administrators and Cloud Engineers providing 24x7 public cloud support services
• Ensure adherence to SLOs, SLAs, quality standards, and operational processes
• Monitor ticket queues, workload distribution, support coverage, backlog health, and customer impact
• Drive response and resolution of customer escalations, major incidents, and business-critical events
• Coordinate with Incident Management teams, platform vendors, and cross-functional teams during high-severity incidents
• Recruit, onboard, develop, and retain technical talent
• Conduct one-on-one meetings, coaching sessions, goal reviews, and performance discussions
• Mentor team members on technical, operational, and customer-facing competencies
• Support employee career growth and succession planning
• Ensure exceptional customer experiences and support strategic accounts
• Review customer trends, service metrics, and feedback to identify improvement opportunities
• Drive automation, operational excellence, and process improvement initiatives
• Develop runbooks, knowledge articles, and operational documentation
• Participate in leadership reviews of KPIs, CSAT, SLA attainment, ticket solve layer, capacity planning, onboarding performance, churn risk, and strategic goals
• Provide weekly Progress, Plans, and Problems (PPP) updates
• Contribute to strategic planning, workforce planning, organizational initiatives, and cross-functional collaboration

Technical Customer Success jobs in Mexico

Customer Success Engineer, Pod Lead

Technical Support Manager