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Job Details

Skills

API Management
kubernetes
enterprise

Summary

Who are Tyk, and what do we do?

The Tyk API Management platform is helping to drive the connected world and power new products and services. We’re changing the way that organisations connect any number of their systems and services.Whether internal, external, public or highly encrypted systems, Tyk helps businesses drive value across the retail, finance, telecoms, healthcare, or media industries (to name just a few!)

If you’ve banked online, used an app to check the news, or perhaps even driven a connected car, API’s, and by extension, Tyk, make that possible. Founded in 2015 with offices in London – UK, London – Ontario, Atlanta and Singapore, we have many thousands of users of our B2B platform across the globe. Brands using Tyk range from Lotte, Bell, T Mobile, to RBS, Capital One and Vinci. We have a varied user base hailing from every continent – even Antarctica.

Total flexibility, default remote, radical responsibility

We offer , for everyone. Why? Tyk was founded on the principle of offering flexibility and autonomy to our employees, we believe this allows our employees to achieve their best results. It also means we can build the best possible team, location and working hours are no barrier.

If this sounds like an environment that you believe could work for you then read on to find out more.

The role:

As a Principal Support Engineer at Tyk, you’ll serve as a strategic and technical leader within the Customer Success organization. This role goes beyond reactive support—you’re a cross-functional enabler, responsible for driving technical excellence, leading high-priority escalations, mentoring engineers, and shaping the future of post-sales support.

You’ll work closely with Engineering, Account Management, and Product teams to improve platform stability, customer satisfaction, and the scalability of our support operations. You’re the person people turn to when things get complex—technically and strategically.

Role information

What you’ll be responsible for:

Strategic Leadership & Escalation Management

Proactively oversee the Zendesk queue, ensuring SLAs are consistently met and stepping in on critical, high-impact escalations.
Act as a point of escalation for systemic issues, leading incident resolution and partnering with cross-functional teams – escalations would first come to you before going to Product.
Work with Pod Leads to identify and resolve recurring support workflow challenges.
Guide triage practices to ensure fast, accurate issue isolation across the team.

Technical Excellence & Innovation

Lead deep technical investigations, including complex debugging and source code analysis.
Identify and implement process improvements, automation, and AI tools to improve operational efficiency and reduce response/resolution time.
Maintain ticket quality across the board, ensuring product teams receive actionable, high-quality submissions.
Contribute bug fixes, tooling, or workarounds to the codebase to unblock customers.
Anticipate platform-wide issues and proactively work to prevent them through architecture awareness and preventive strategies.

Ensure critical knowledge is documented and shared, maintaining a robust Zendesk knowledge base, debugging guides, and external documentation

Operational & Cross-Team Collaboration

Adhere to escalation SLAs and act as a key player in the on-call rotation to maintain 24/7 global support.
Take ownership of high-severity incidents and critical customer escalations.
Regularly review team metrics to identify improvement areas and help set team-wide goals and focus areas.
Partner with Product and Engineering to drive product-level changes based on support data and customer impact.
Represent the Customer Success Engineering team in company-wide strategic initiatives, shaping the future of post-sales support.
Support the evolution of internal support policies (e.g., SLAs, escalation procedures, “won’t fix” standards).

Customer-Centric Engagement

Serve as a trusted, senior post-sales contact for high-value customers, ensuring a seamless and proactive support experience.
Champion initiatives that improve the customer journey, including better routing, issue ownership, and self-service capabilities.
Take an active leadership role, ensuring timely and technically accurate responses.
Advocate for the voice of the customer in internal planning, identifying feature needs or systemic weaknesses from real-world usage.

Continuous Improvement & Long-Term Impact

Lead root cause analysis (RCA) and post-mortems for major incidents from a customer success position, ensuring long-term resolution and process adaptation.
Drive ticket volume reduction by identifying recurring pain points and proposing durable solutions at a platform or documentation level.
Play a critical role in evolving support strategy to scale as Tyk grows, influencing structure, tooling, and hiring decisions.

What we’re looking for:

Extensive experience in technical support or success engineering roles, with proven leadership in complex escalations and systemic improvements.
Strong background in dealing with large Enterprise customers.
Strong background in an API / APIM driven environment.
Someone who isn’t afraid to get their hands dirty in new technologies. A great senior engineer not only knows the Tyk component/technologies but they often will have to know and set up other technologies that the customer uses, i.e kubernetes, docker, databases, SSO/IDPs etc
Strong debugging skills—able to read source code and diagnose issues in distributed systems.
Exceptional communication skills, both written and verbal, across technical and non-technical stakeholders.
Demonstrated ability to lead without authority, influencing product, engineering, and customer success peers.
Passion for operational excellence, automation, and scalable support strategies.
A growth mindset—you lead with curiosity, humility, and a desire to continuously improve yourself and those around you.
Comfort working with different region customers, with willingness to participate in rotational on-call shifts (including weekends).

Why you should join us:

Everyone has unlimited paid holiday.
We have total flexibility in hours, as we believe creativity flows better when our people are given freedom to decide when they are most productive. Everyone is unique after all.
Employee share scheme
Generous maternity and paternity leave
Company retreats

We all share the same vision – we value authenticity, respect, responsibility, independence, honesty, diversity and inclusion and most importantly treating others how you wish to be treated. We look for like-minded people who bring their personalities to work everyday, strive to achieve their personal goals and who are willing to challenge the way we do things, why? – to make what we do even better!

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: PTPhadZd1UrSNix
Position Id: 9028267
Posted 3 days ago

Technical Support Engineer (Enterprise Team)

Remote or Austin, Texas

•

Today

Gong harnesses the power of AI to transform how revenue teams win. The Gong Revenue AI Operating System unifies data, insights, and workflows into a single, trusted system that observes, guides, and acts alongside the world's most successful revenue teams. Powered by the Gong Revenue Graph, AI-powered intelligence, specialized agents, and trusted applications, Gong helps more than 5,000 companies around the world deeply understand their teams and customers, automate critical sales workflows, and

Full-time

USD 35.00 - 50.00 per hour

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Distance

Who are Tyk, and what do we do?

Total flexibility, default remote, radical responsibility

The role:

What you’ll be responsible for:

Strategic Leadership & Escalation Management

Technical Excellence & Innovation

Operational & Cross-Team Collaboration

Customer-Centric Engagement

Continuous Improvement & Long-Term Impact

What we’re looking for:

Why you should join us:

Principal Support Engineer - EMEA

Job Details

Skills

Summary

Who are Tyk, and what do we do?

Total flexibility, default remote, radical responsibility

The role:

What you’ll be responsible for:

Strategic Leadership & Escalation Management

Technical Excellence & Innovation

Operational & Cross-Team Collaboration

Customer-Centric Engagement

Continuous Improvement & Long-Term Impact

What we’re looking for:

Why you should join us:

Dice Job Match Score™

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