资深技术支持工程师
Staff Technical Support Engineer
你准备好解锁智能了吗？
如果你认为自己不完全符合以下所有要求，但仍对该职位感兴趣，请申请。没有人能符合所有条件——我们寻找在某些领域特别强的候选人，并且在其他领域有相关兴趣和能力。
关于该职位：
加入Kong快速发展的技术支持工程师（TSE）团队，解决生产环境和预生产环境中的复杂、关键性问题。在这个职位中，工程师之间的协作推动成功，你将代表客户的声音，直接影响我们的产品和工程路线图。你将从事高影响力的工作，拥有真正的责任，并有机会与客户和合作伙伴建立持久的关系，同时掌握前沿技术。
你将负责：
- 与来自世界各地的顶级开发者合作；帮助实施Kong产品和技术，包括我们的API网关和AI网关解决方案
- 主导复杂技术难题的调查，并通过现场故障排除电话和邮件，在企业环境中协作理解并解决客户问题
- 创建知识文章，补充我们的文档，使客户更好地理解产品使用场景
- 与工程和产品团队紧密合作，提供关于产品性能和客户需求的实时反馈
- 与其他面向客户的团队密切合作，包括教育团队、技术客户经理、客户成功经理和客户服务团队，处理客户问题
- 参与支持团队、公司及客户内部的创新，通过寻找更好的工作方式、改进工具以及提升我们为全球5000强客户提供的服务质量来提高标准
- 为其他团队成员提供技术指导，并参与任何临时项目
你将带来的：
- 在API管理、HTTP协议和现代应用架构方面有扎实的基础
- 有实现安全认证和授权流程的经验（例如OpenID Connect、OAuth）
- 精通云基础设施（AWS、Azure、GCP）和容器编排（Docker、Kubernetes、Serverless）
- 了解Git/GitHub版本控制、变更管理和CI/CD工作流程
- 能够利用AI工具（如Claude、Gemini等）优化技术流程和诊断
- 5年以上高接触度、面向客户的岗位经验
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Are you ready to unlock intelligence?
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.
ABOUT THE ROLE:
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.
WHAT YOU'LL DO:
- 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
WHAT YOU’LL BRING:
- 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
- 5+ years in a high-touch, customer-facing technical role (e.g., Support Engineering, Solutions Architecture, or Technical Account Management)
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About Kong:
Kong Inc., the AI Connectivity Company, is building the connectivity layer of AI. Trusted by the Fortune 500® and AI-native startups alike, Kong’s unified API and AI platform enables organizations to secure, manage, accelerate, govern, and monetize the flow of intelligence across APIs and AI traffic — on any model, any cloud. For more information, visit www.konghq.com http://www.konghq.com.