Director of Technical Support Engineering, Kong
EMEA
Microservice API gateway
Be an early applicant
Microservice API gateway
501-1000 employees
Be an early applicant
501-1000 employees
Company mission
To build the nervous system that will safely and reliably connect all of humankind!
Role
Who you are
- 10+ years of proven experience in an enterprise software company with at least 5 years in a leadership position
- Customer-first orientation
- Exceptionally collaborative, flexible and adaptive when working with customers and various teams within the organization
- Strong leadership skills with the ability to guide teams through periods of high growth
- Strong ability to multi-task and prioritize tasks in fast paced environment, real-time environment
- Strong proficiency with tools commonly used in a business environment including Salesforce service cloud CRM, JIRA and Confluence
- Strong analytic skills with the ability to identify trends and present information in a succinct and actionable manner
- Strong communication proficiency and skilled at offering both verbal and written feedback to agents
- Bachelor’s degree or relevant experience is highly preferred
What the job involves
- You will be working at a hectic and fast paced Startup as a director in the Technical Support Engineering (TSE) team
- This team is responsible for assisting Kong customers in resolving complex technical issues in production and pre-production environments
- The Technical Support Engineering Director is responsible for managing a team that provides high quality service to Kong's customers
- This individual will thrive while motivating, recognizing and rewarding, coaching and training members of the team
- They will act as an escalation point for customers that require managerial intervention and will work to provide robust feedback and guidance to our Product and Engineering teams while being a voice for our customers, community, partners and the broader Customer Experience (CX) team
- You want to make our customers and partners successful while strengthening their relationship with Kong. You can make a huge impact and have real ownership for the work you do
- Oversee and manage the performance of the technical support team, ensuring a high level of customer satisfaction and timely resolution of technical issues
- Collaborate with cross-functional teams to continuously improve and optimize technical support processes and procedures
- Monitor and analyze support metrics to identify areas for improvement and implement corrective actions
- Provide continual evaluation of processes and procedures
- Responsible for suggesting new methods to streamline operations through improved processes and additional technology
- Work cross-functionally with customer success, product and engineering teams to continuously improve the customer experience using Kong products
- Manage customer escalations
- Work as a member / leader of special or ongoing projects that are important to the TSE team
Salary benchmarks
Our take
Kong provides a cutting-edge API and service lifecycle management platform tailored for modern architectures, such as microservices, containers, cloud, and serverless environments. With a focus on flexibility, scalability, speed, and performance, Kong allows developers and Global 5000 enterprises to securely connect and orchestrate microservice APIs for today's sophisticated applications.
The core products offered by Kong include Kong, an open-source API and Microservices management solution Galileo, a platform for API analytics and debugging; Gelato, a platform for creating developed portals for PIs and Microservices; and API Marketplace, a hub for discovering and publishing cloud APIs. Additionally, the recent introduction of a new collection of AI plug-ins in Kong Gateway 3.6 enhances the platform's capabilities further, reinforcing its commitment to innovation and advancement.
In pursuit of growth, the company is prioritizing expanding its marketing efforts, bolstering its customer service team, and accelerating product development. By focusing on these key areas, Kong aims to continue providing unparalleled solutions and support to its ever-expanding user base in the rapidly evolving landscape of modern application development.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 7 rounds)
Nov 2024
$175m
SERIES E
Feb 2021
$100m
SERIES D
Total funding: $344.1m
Company benefits
- Flexible time off: Take time to take care of yourself and the things that matter most
- Stock options: We want you to share in our success. That's why stock options are offered to most Kongers
- U-First Fridays: Get 4 hours a month for continuous learning with a book, podcast, or course of your choice
- Virtual events: Stay connected with Donut chats, trivia, fitness challenges, guided meditations, and more
- Dedicated unplug days: Silence those notifications. Enjoy some well-deserved long weekend where the entire team unplugs
- Home office stipend: Build a home office environment tailored to support your productivity
Company HQ
The East Cut, San Francisco, CA
Leadership
Augusto Marietti
(CEO)Previously founded Mashape API Marketplace. Before Mashape, Augusto was an SF homeless immigrant from Italy.
Janet Phillips
(Vice President of People)Previously Director at SonicWALL for 5 years and Senior Director at Symantec for 7 years.
Marco Palladino
(CTO)Previously co-founded MemboxX, an online service for storing documents and small pieces of personal data.
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