Tyk

1 week ago

Principal Support Engineer

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 16 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

Glassdoor: 4.1

Website LinkedIn Glassdoor

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Tyk