Senior Technical Support Engineer

Overview

Senior Technical Support Engineer responsible for helping customers resolve complex technical issues involving Kong products and technologies in production and pre-production environments.

What you'll do

• Implement Kong products and technologies, including API Gateway and AI Gateway solutions.
• Lead investigations into complex technical issues through troubleshooting calls and email.
• Create knowledge articles to explain product use cases.
• Provide product and engineering teams with feedback on performance and customer needs.
• Collaborate with customer-facing teams to resolve customer issues.
• Improve support processes, tools, and service delivery.
• Mentor team members and participate in ad hoc projects.

What you'll need

• 3+ years of experience in a customer-facing technical role.
• Experience with REST and RESTful APIs.
• Coding skills sufficient to read and troubleshoot code.
• Knowledge of cloud technologies, containers, and cluster deployment and management tools.
• Experience with Docker, Docker Swarm, Kubernetes, or similar tools.
• Knowledge of web architectures, including HTTP.

Nice to have

• Familiarity with DNS, Linux/Unix-type systems, or databases.
• GoLang or Lua experience.
• Experience with Perl, Ruby, or Shell scripting.

Details

• Location: Bangalore, India.
• Hybrid schedule with 3 days in the office and 2 days working from home.
• Work either EMEA business hours or US EST business hours.