Customer Success Engineer Pod Lead, Tyk
AMER
Plus Employee share scheme
Open-source API gateway & management platform
Be an early applicant
Open-source API gateway & management platform
101-200 employees
Be an early applicant
Plus Employee share scheme
101-200 employees
Company mission
To connect every system in the world.
Role
Who you are
- Extensive experience in Technical Support, Customer Success Engineering, or a similar customer-facing technical role, with a track record leading complex escalations and driving systemic improvements
- A strong, hands-on engineering mindset - comfortable reproducing issues, digging through logs and config, reading source code, and diagnosing problems across distributed systems
- Strong Docker and Kubernetes knowledge is essential. A large share of our customer environments are containerized, and many investigations involve debugging Kubernetes deployments, networking, and scaling
- Experience deploying and troubleshooting on-premise environments and a solid background with large Enterprise customers, ideally including API/API Management (gateways, authentication, networking, distributed architectures)
- Comfortable getting hands-on with unfamiliar technologies - Redis, MongoDB, SQL databases, load balancers, proxies, SSO, OAuth/OIDC, and Identity Providers
- Sharp debugging instincts and excellent communication - you can move from symptom to root cause and explain it clearly to both customers and internal teams
- Demonstrated ability to lead without authority, and a growth mindset: curious, humble, and always looking to improve yourself and the people around you
- Comfortable working with customers across regions, with willingness to take part in rotational on-call (including weekends), and to contribute code and documentation changes directly
What the job involves
- Tyk is on a mission to connect every system in the world. We’ve started by building an API Management platform
- As a Customer Success Pod Lead at Tyk, you're a strategic and technical leader within our Customer Success team. This isn't just about reacting to tickets - you'll help build a proactive function that spots risk early, strengthens customer trust, and makes sure customers get real value from Tyk
- You'll lead complex, high-priority customer engagements, mentor Customer Success Engineers, and partner with Engineering, Product, and Account Management to turn customer feedback into real improvements
- You'll also shape how the team works day to day - building processes that scale, and championing AI adoption to speed up debugging, share knowledge, and cut out repetitive work
- When things get complicated - technical, customer-facing, or cross-functional - you're who people turn to. You'll play a key role in defining what modern Customer Success looks like at Tyk
- Leadership & escalations. You own the health of the Zendesk queue and are the first point of call for critical, high-impact escalations - stepping in before issues reach Product, and taking part in the 24/7 on-call rotation (weekends included)
- Coaching & team development. You coach and mentor Customer Success Engineers, raising the bar for technical quality and ownership across the pod, and helping close capability gaps through training, hiring, and documentation
- Technical depth & innovation. You lead the toughest technical investigations - debugging, source code analysis, root cause analysis - and drive the process improvements, automation, and AI adoption that make the whole team faster
- Customer relationships. You build trusted, senior-level relationships with key Enterprise customers, partnering with Account Management to catch risk early and championing improvements to the customer journey
- Driving continuous improvement. You turn support data into action - feeding it to Product and Engineering, evolving support policies as Tyk scales, and representing Customer Success Engineering in company-wide initiatives
- Tyk is on a mission to simplify API and service management for everyone. As a CSE Pod Lead, you'll help shape the future of technical support - not just as a service, but as a strategic advantage. You'll be empowered to lead initiatives, make a real impact, and work with passionate people around the globe
Our take
Tyk offers an API management platform that enables companies to securely share data with third parties, facilitating the sale of services through non-direct channels. This solution helps businesses harness the power of their APIs on a large scale while ensuring data security and accessibility.
The platform acts as both a management and security layer between APIs, simplifying the process for organisations to manage access. By providing a robust security framework, Tyk ensures that only authorised users can interact with an organisation's APIs, thereby protecting sensitive data.
With millions of transactions processed daily for thousands of organisations, including notable clients like AXA, Cisco, Trip Advisor, Starbucks, Domino's, Sephora, and the UK Ministry of Justice, Tyk has established itself as a trusted leader in API management.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (2 rounds)
Sep 2021
$35m
SERIES B
Apr 2019
$5.3m
SERIES A
Total funding: $40.3m
Company benefits
- Unlimited paid holidays
- Fully remote
- Flexible hours
- Generous parental leave
- Employee share scheme
- Volunteering days
- Sabbatical
- Employee wellbeing
Company HQ
Shoreditch, London
Leadership
Martin Buhr
(Founder & CEO)Previously the Head of Technology and Product Development at Lucky Voice for 3 years and a Technical Architect at LBi for 1 year.
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