Senior Staff Technical Support Engineer
你是否准备好开启智能？如果你认为你不符合下面的所有标准，但仍然对工作感兴趣，请申请。没有人检查每一个框 - 我们正在寻找在一些领域特别强大的候选人，并且有着其他方面的兴趣和能力。加入康格快速发展的技术支持工程 (TSE) 团队来解决生产和预制环境中的复杂，关键任务问题。在这个角色中，工程师到工程师合作推动成功，因为你捍卫客户的声音，直接影响我们的产品和工程路线图。期待具有高影响力的工作，真正的拥有者以及与客户和合作伙伴建立持久关系的机会，同时掌握尖端技术。你会做什么：- 与来自世界各地的顶级开发人员合作；帮助实施康格产品和技术，包括我们的 API 门户和 AI 门户解决方案 - 领导复杂的技术题调查并通过实时故障解决电话和电子邮件在企业环境中共同了解和解决客户问题 - 创建知识文章来补充我们的文档，使客户更好地理解产品使用情况 - 通过提供实时反信息，与工程和产品密切合作，以了解产品性能和客户需求 - 与其他面向客户的团队紧密合作，包括教育，技术账户管理人员，CSM 和 PS 在客户问题上 - 在支持团队，公司以及我们的客户中参与创新，寻找更好的方法来完成我们所做的工作，改进我们使用的工具，提高我们为全球5000客户提供的服务水平的方式 - 向其他团队成员提供技术导师，并参加任何特别项目 - 作为支持领导层的可靠顾问，通过提供执行总结，详细的根源分析 (RCAs) 和高严格升级战略见解 - 推动提高产品稳定性，运营工作流和整体客户体验的关键跨功能项目：你将带来什么？- 在 API 管理，HTTP 协议和现代应用架构方面有强基础 - 实施安全身份验证和授权流程的经验 （例如 OpenID Connect,OAuth）- 云基础设施专业知识 (AWS,Azure,GCP) 和 c
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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.
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
- 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
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
- 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.
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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.