About The Role

Join Tyk as a Principal Support Engineer, where you'll be a strategic and technical leader within the Customer Success organization. This role goes beyond reactive support, as you'll drive technical excellence, lead high-priority escalations, mentor engineers, and shape the future of post-sales support. You'll work closely with Engineering, Account Management, and Product teams to improve platform stability, customer satisfaction, and the scalability of our support operations.

Proactively oversee the Zendesk queue, ensuring SLAs are consistently met and stepping in on critical, high-impact escalations.
Lead deep technical investigations, including complex debugging and source code analysis, and identify and implement process improvements.
Act as a point of escalation for systemic issues, leading incident resolution and partnering with cross-functional teams.
Strong background in dealing with large Enterprise customers
A growth mindset—you lead with curiosity, humility, and a desire to continuously improve yourself and those around you
Strong background in an API / APIM driven environment
Comfort working with different region customers, with willingness to participate in rotational on-call shifts (including weekends)
Exceptional communication skills, both written and verbal, across technical and non-technical stakeholders
Passion for operational excellence, automation, and scalable support strategies
Extensive experience in technical support or success engineering roles, with proven leadership in complex escalations and systemic improvements
Demonstrated ability to lead without authority, influencing product, engineering, and customer success peers
Someone who isn’t afraid to get their hands dirty in new technologies. A great senior engineer not only knows the Tyk component/technologies but they often will have to know and set up other technologies that the customer uses, i.e kubernetes, docker, databases, SSO/IDPs etc
Strong debugging skills—able to read source code and diagnose issues in distributed systems

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