Staff Technical Support Engineer

Overview

Staff Technical Support Engineer responsible for resolving complex, mission-critical customer issues across production and pre-production environments. The role combines technical troubleshooting, customer collaboration, product feedback, and mentorship.

What you'll do

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

What you'll need

• 5+ years in a high-touch, customer-facing technical role.
• Strong knowledge of API management, HTTP protocols, and modern application architectures.
• Experience implementing OpenID Connect or OAuth authentication and authorization flows.
• Expertise with AWS, Azure, or GCP cloud infrastructure.
• Experience with Docker, Kubernetes, or serverless technologies.
• Operational knowledge of Git/GitHub, change control, and CI/CD workflows.
• Ability to use AI tools such as Claude or Gemini for technical workflows and diagnostics.

Details

• Location: California, United States.