Senior Staff Technical Support Engineer

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

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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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.