Senior Technical Support Engineer

Kong
Bengaluru
Workplace: HybridFull timeFunction: Customer Support (Service Desk)Experience: 3+ yearsSkills: ["Growth mindset","Relationship building","Technical mentorship","Collaboration","Problem-solving"]

Work in Kong’s Technical Support Engineering team to help enterprise customers troubleshoot complex issues in production and pre-production environments. Lead investigations using live troubleshooting calls and emails, create knowledge articles, and provide real-time feedback to engineering and product. Support Kong’s API Gateway and AI Gateway solutions, collaborate with customer-facing teams, and provide technical mentorship while improving support tools and processes.

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FursaFursa
Kong
Kong
18 hours ago

Senior Technical Support Engineer

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 1 hour agoStatus: Live
Reposted: similar role first listed 6 months ago

Job Summary

Work in Kong’s Technical Support Engineering team to help enterprise customers troubleshoot complex issues in production and pre-production environments. Lead investigations using live troubleshooting calls and emails, create knowledge articles, and provide real-time feedback to engineering and product. Support Kong’s API Gateway and AI Gateway solutions, collaborate with customer-facing teams, and provide technical mentorship while improving support tools and processes.
Location: Bengaluru
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Assist Kong customers in resolving complex technical issues in production and pre-production environments.
  • •Help implement Kong Products and Technologies, including API Gateway and AI Gateway solutions.
  • •Lead investigations of complex technical problems via live troubleshooting calls and email in an enterprise environment.
  • •Create knowledge articles to improve documentation and customer understanding of product use cases.
  • •Provide real-time feedback to engineering and product, collaborate with customer-facing teams, and mentor other team members.

Key Requirements

  • •3+ years of experience in a customer-facing technical role.
  • •Strong ability to troubleshoot code (read and troubleshoot code) and work with REST and RESTful APIs.
  • •Hands-on familiarity with cloud technologies and container/cluster management tools such as Docker, Docker Swarm, and Kubernetes.
  • •Comfortable with web architectures, including HTTP.
  • •Bonus: familiarity with DNS, Linux/Unix systems, and/or databases; plus GoLang/Lua and scripting (Perl, Ruby, Shell).
Experience:3+ yearsAPIsCloudEnterprise
Skills:Growth mindsetRelationship buildingTechnical mentorshipCollaborationProblem-solving
Tech Stack:RESTRESTful APIsHTTPDockerDocker SwarmKubernetesGoLangLuaPerlRubyShellLinux/UnixDNSDatabasesAPI GatewayAI Gateway

Company Brief

Kong
Provides a cloud-native API and service connectivity platform (Kong Gateway, Konnect, Kuma, Insomnia) that secures, manages, and observes APIs and microservices for enterprises across cloud and hybrid environments.
Industry: API Platforms
Company Size: Large (251 to 1,000 employees)
Revenue: USD 100M to 250M
Growth: Scaleup
Valuation: Unicorn (USD 1B+)
Funding: Series E+
Headquarters: San Francisco, United States
Founded: 2017
Glassdoor
Glassdoor: 3.9
WebsiteLinkedInGlassdoor