Senior Technical Support Engineer

About this job

Kong, the AI Connectivity Company, is looking for a Senior Technical Support Engineer to join their Technical Support Engineering team in Bangalore, India. Kong builds a unified API and AI platform that helps Fortune 500 companies and AI-native startups secure, manage, and accelerate the flow of intelligence across APIs and AI traffic. In this role, you will assist customers in resolving complex technical problems across production and pre-production environments. A normal day in this position involves collaborating with teammates and global developers, troubleshooting issues via live calls and emails, providing guidance to product and engineering teams, and creating helpful knowledge articles. You will operate in a hybrid setup requiring three days in the office and two days working from home, while managing either EMEA or US EST business hours.

Responsibilities

• Help global developers implement Kong products and technologies including API Gateway and AI Gateway solutions.
• Investigate technical puzzles and resolve customer issues through live troubleshooting calls and emails.
• Author knowledge articles to enhance existing documentation and clarify product use cases.
• Give real-time feedback to product and engineering teams regarding customer needs and product performance.
• Coordinate with customer-facing teams like Education, Technical Account Managers, CSMs, and PS.
• Innovate within the support team by discovering better workflows, tools, and service delivery methods.
• Deliver technical mentorship to team members and handle ad hoc projects.

Requirements

• Bring at least 3 years of experience working in a customer-facing technical role.
• Familiarity with REST and RESTful APIs.
• Possess coding skills to read and troubleshoot code effectively.
• Knowledge of cloud technologies, containers, and cluster management tools like Docker, Docker Swarm, and Kubernetes.
• Understanding of web architectures including HTTP.
• Demonstrate a growth mindset with the ability to learn and adapt quickly.

Good to have

• Familiarity with databases, Linux or Unix-type systems, and DNS.
• Experience with GoLang and/or Lua.
• Experience using scripting languages such as Shell, Ruby, and Perl.

Who should apply

This role suits experienced technical professionals who have at least 3 years of background in customer-facing technical support and a passion for solving complex technical puzzles. Candidates should enjoy collaborating with global developers, possess skills in REST APIs, cloud tools, and coding, and be comfortable operating during EMEA or US EST business hours in a hybrid work environment. Freshers are not suited for this position as prior experience is specified.

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