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 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 - 5+ years in a high-touch, customer-facing technical role (e.g., Support Engineering, Solutions Architecture, or Technical Account Management) #LI-MP1