Senior Staff Technical Support Engineer, Kong
$130-170k
Offers Equity & Bonus
Microservice API gateway
Be an early applicant
Microservice API gateway
501-1000 employees
Be an early applicant
$130-170k
Offers Equity & Bonus
501-1000 employees
Company mission
To build the nervous system that will safely and reliably connect all of humankind!
Role
Who you are
- Strong foundation in API management, HTTP protocols, and modern application architectures
- Experience implementing secure authentication and authorization flows (e.g., OpenID Connect, OAuth)
- Expertise with cloud infrastructure (AWS, Azure, GCP) and container orchestration (Docker, Kubernetes, Serverless)
- Operational knowledge of Git/GitHub versioning, change control, and CI/CD workflows
- Ability to utilize AI tools (Claude, Gemini, etc.) to streamline technical workflows and diagnostics
- 8+ years in a high-touch, customer-facing technical role (e.g., Support Engineering, Solutions Architecture, or Technical Account Management)
- Proven leadership and escalation management within a technical role
- Ability to drive high-impact technical projects alongside daily support queue management
- Specialized support expertise tailored to high-value enterprise clients and executive accounts
- If you don’t think you meet all of the criteria below but are still interested in the job, please apply. Nobody checks every box - we’re looking for candidates that are particularly strong in a few areas, and have some interest and capabilities in others
What the job involves
- Join Kong's fast-paced Technical Support Engineering (TSE) team to resolve complex, mission-critical issues across production and pre-production environments. In this role, engineer-to-engineer collaboration drives success as you champion the customer's voice, directly influencing our product and engineering roadmaps
- Expect high-impact work, genuine ownership, and the opportunity to build lasting relationships with customers and partners while mastering cutting-edge technologies
- Working with top developers from around the world; helping to implement Kong Products and Technologies, including our API Gateway and AI Gateway solutions
- Leading the investigation of complex technical puzzles and working collaboratively to understand and resolve customer issues via live troubleshooting calls and emails in an enterprise environment
- Creating knowledge articles to compliment our documentation and enable customers to better understand product use cases
- Work closely with engineering and product by providing real-time feedback about product performance and customer needs
- Collaborate closely with other customer-facing teams, including Education, Technical Account Managers, CSMs, and PS for customer issues
- Participate in bringing innovation within the support team, the company, and our customers by looking for better ways to do the work we do, improve the tools we use, and improve the way we raise the bar on the service we deliver to our Global 5000 customers
- Provide technical mentorship to other team members and participate in any ad hoc projects
- Serve as a trusted advisor to Support leadership by delivering executive summaries, detailed Root Cause Analyses (RCAs), and strategic insights for high-severity escalations
- Drive key cross-functional projects that improve product stability, operational workflows, and the overall customer experience
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 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 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 prioritising 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: $345.6m
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
Rincon Hill, San Francisco, CA
Leadership
Augusto Marietti
(Co-Founder & CEO)Previously founded Mashape API Marketplace. Before Mashape, Augusto was an SF homeless immigrant from Italy.
Marco Palladino
(Co-Founder & CTO)Previously co-founded MemboxX, an online service for storing documents and small pieces of personal data.
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