Principal Support Engineer

Tyk
United Kingdom
Workplace: RemoteFull timeFunction: Communications, PR & CommunitySkills: ["Communication","Debugging","Technical leadership","Cross-functional collaboration","Growth mindset"]

Serve as a strategic technical leader within Customer Success, going beyond reactive support to lead high-priority escalations and drive technical excellence. Proactively manage the Zendesk queue and triage, perform deep debugging and source-code analysis, and contribute fixes or workarounds. Partner with Engineering and Product to improve platform stability and customer outcomes, document critical knowledge, and help evolve post-sales support strategy through RCA and continuous operational improvements.

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Tyk
Tyk
2 months ago

Principal Support Engineer

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Source: Company careers pageValidated by: Fursa AI
Last checked: 4 hours agoStatus: Live

Job Summary

Serve as a strategic technical leader within Customer Success, going beyond reactive support to lead high-priority escalations and drive technical excellence. Proactively manage the Zendesk queue and triage, perform deep debugging and source-code analysis, and contribute fixes or workarounds. Partner with Engineering and Product to improve platform stability and customer outcomes, document critical knowledge, and help evolve post-sales support strategy through RCA and continuous operational improvements.
Location: United Kingdom
Workplace: Remote
Employment Type: Full time
Job Function: Communications, PR & Community
Seniority: Mid level

Key Responsibilities

  • •Proactively oversee the Zendesk queue, ensuring SLAs are met, and step in on critical escalations.
  • •Act as the point of escalation for systemic issues, leading incident resolution with cross-functional teams.
  • •Lead deep technical investigations, including complex debugging and source code analysis, and contribute fixes/tooling/workarounds.
  • •Drive process improvements via automation and AI tools to reduce response and resolution time and maintain ticket quality.
  • •Participate in 24/7 on-call rotation and lead RCA/post-mortems to drive long-term resolution and support strategy improvements.

Pay and Benefits

Perks:Paid LeaveRemote WorkEquityParental LeaveVolunteering DaysCompany RetreatsWellness Stipend

Key Requirements

  • •Extensive experience in technical support or success engineering with proven leadership in complex escalations and systemic improvements.
  • •Strong experience supporting large Enterprise customers.
  • •Strong background in an API/APIM-driven environment.
  • •Comfort working with new technologies and debugging distributed systems by reading source code.
  • •Exceptional written and verbal communication across technical and non-technical stakeholders.
Experience:B2BAPI management
Skills:CommunicationDebuggingTechnical leadershipCross-functional collaborationGrowth mindset
Tech Stack:ZendeskAPIAPIMKubernetesDockerSSOIDPsAI toolsDatabasesSource code

Company Brief

Tyk
Tyk provides an open-source API gateway and API management platform (self-managed, cloud, hybrid) offering gateway, analytics, developer portal and dashboard functionality to help enterprises secure, monitor and manage APIs at scale.
Industry: API Platforms
Company Size: Medium (51 to 250 employees)
Growth: Scaleup
Funding: Series B
Headquarters: London, United Kingdom
Founded: 2014
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Glassdoor: 4.1
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