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Principal Support Engineer

1 month, 3 weeks ago
United Kingdom
Full-time
Lead
Technical Support Engineer
Customer and Technical Support
Docker Kubernetes
Apply Now
Tyk API Management

Tyk API Management

Tyk is a leading API Management Platform that enables interconnectivity between systems and devices through its fast, scalable, and open-source API Gateway, Analytics, Dev Portal, and Dashboard.

Internet Software & Services
51-250
Founded 2015
$40M raised
View All Jobs 7

Description

  • Proactively manage the Zendesk queue and ensure support SLAs are consistently met.
  • Act as the escalation point for high-impact and systemic customer issues, leading incident resolution.
  • Guide triage practices to isolate issues quickly and accurately across the support team.
  • Lead deep technical investigations, including complex debugging and source code analysis.
  • Identify and implement process improvements, automation, and AI tools to improve support efficiency.
  • Maintain high ticket quality and ensure product teams receive actionable, well-documented submissions.
  • Contribute bug fixes, tooling, or workarounds to the codebase to unblock customers.
  • Document and share critical knowledge through Zendesk articles, debugging guides, and external documentation.
  • Participate in the on-call rotation to support 24/7 global coverage and high-severity incidents.
  • Partner with Product, Engineering, Account Management, and Customer Success to drive product and support improvements.

Requirements

  • Extensive experience in technical support or success engineering roles with leadership in complex escalations and systemic improvements.
  • Strong background working with enterprise customers.
  • Experience in an API or APIM-driven environment.
  • Hands-on experience with related technologies such as Kubernetes, Docker, databases, and SSO/IDPs.
  • Strong debugging skills, including the ability to read source code and diagnose distributed systems issues.
  • Excellent written and verbal communication skills across technical and non-technical stakeholders.
  • Demonstrated ability to lead without authority and influence cross-functional peers.
  • Passion for operational excellence, automation, and scalable support strategies.
  • Growth mindset with curiosity, humility, and a desire for continuous improvement.
  • Willingness to work with customers across different regions and participate in rotational on-call shifts, including weekends.

Benefits

  • Unlimited paid holidays.
  • Flexible working hours.
  • Remote working from anywhere in the world.
  • Employee share scheme.
  • Generous maternity and paternity leave.
  • Volunteering days.
  • Company retreats.
  • Employee wellbeing platform.

Interested in this position?

Apply directly on the company website

Apply Now

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