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

Information Technology

51-250 (240)

Founded 2015

$40M raised

7 open positions

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Principal Support Engineer

3 months, 1 week ago

United Kingdom

Full-time

Lead

Technical Support Engineer

Customer and Technical Support

Docker Kubernetes

Apply Now

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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