Senior Manager, Technical Support

Kong
Bengaluru
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 10+ yearsEducation: bachelorsSkills: ["Leadership","Coaching","Multi-tasking","Prioritization","Communication","Analytics"]

Lead the Technical Support Engineering (TSE) team to help Kong customers resolve complex technical issues across production and pre-production environments. Manage 6–10 engineers, provide coaching and performance management, and streamline support processes with data-driven improvements. Serve as an escalation point for high-severity customer issues and partner with Customer Experience, Product, and Engineering to improve the overall customer experience using Kong’s API and connectivity platform.

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FursaFursa
Kong
Kong
2 days ago

Senior Manager, Technical Support

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Source: Company careers pageValidated by: Fursa AI
Last checked: 11 hours agoStatus: Live

Job Summary

Lead the Technical Support Engineering (TSE) team to help Kong customers resolve complex technical issues across production and pre-production environments. Manage 6–10 engineers, provide coaching and performance management, and streamline support processes with data-driven improvements. Serve as an escalation point for high-severity customer issues and partner with Customer Experience, Product, and Engineering to improve the overall customer experience using Kong’s API and connectivity platform.
Location: Bengaluru
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Manage a team of 6 to 10 TSEs servicing customer requests and needs
  • •Provide daily direction via coaching, one-on-ones, and quality feedback to ensure timely, efficient handling
  • •Evaluate and improve support processes and procedures
  • •Streamline operations by suggesting new methods, including improved processes and additional technology
  • •Manage customer escalations and collaborate cross-functionally with Customer Experience, Product, and Engineering to improve customer experience

Key Requirements

  • •10+ years in technical support, customer engineering, solutions engineering, SRE, SaaS, cloud infrastructure, or enterprise software
  • •3+ years managing technical teams, preferably supporting enterprise customers
  • •Strong leadership skills to guide teams through periods of high growth
  • •Strong understanding of enterprise technologies including APIs, networking, cloud infrastructure, Kubernetes, containers, and distributed systems
  • •Bachelor’s degree or relevant experience is highly preferred
Experience:10+ yearsSaaSCloud infrastructureEnterprise softwareSRE
Education:Bachelor's
Skills:LeadershipCoachingMulti-taskingPrioritizationCommunicationAnalytics
Tech Stack:APIsNetworkingCloud infrastructureKubernetesContainersDistributed systemsSalesforce Service CloudJIRAConfluence

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