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Senior Technical Support Engineer at Kong | India

Kong Inc.India-Karnataka
On-site Full-time

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Experience Level

Senior

Qualifications

Strong desire to learn and grow with a proactive approach to technical challenges. Experience in a related technical support role or a strong background in software development. Excellent communication and interpersonal skills.

About the job

Join us in transforming the way the world connects!

If you feel you don't meet all the criteria listed below but are still passionate about the role, we encourage you to apply. We recognize that candidates may excel in various areas and have diverse skills.

About the Position:

As a Senior Technical Support Engineer at our dynamic startup, you'll be part of the Technical Support Engineering (TSE) team. This team plays a vital role in assisting Kong's customers to address intricate technical challenges in both production and pre-production settings.

You will collaborate with your colleagues and our customers to support cutting-edge technologies that tackle real-world problems. Providing constructive feedback and insights to our Product and Engineering teams will be crucial as you voice our customers' needs. Your contribution will be significant, and you will have a tangible impact on customer satisfaction and relationships with Kong.

This role requires availability from 4 PM to 1 AM (India Time) to align with the EST shift.

Key Responsibilities:

  • Work alongside top-tier developers globally to implement Kong's API Gateway and ServiceMesh solutions.

  • Lead the resolution of complex technical issues, collaborating closely with customers during live troubleshooting sessions via calls and emails in an enterprise environment.

  • Develop comprehensive knowledge articles to enhance our documentation and assist customers in understanding product functionalities.

  • Engage with engineering and product teams by offering real-time feedback on product performance and customer requirements.

  • Coordinate with other customer-oriented teams, including Education, Technical Account Managers, Customer Success Managers, and Professional Services, to resolve customer concerns.

  • Contribute to innovation within the support team and across the company by seeking improved methodologies, tools, and service delivery standards for our global clientele.

  • Provide technical guidance to team members and engage in various ad-hoc projects.

Qualifications:

  • You possess a strong desire to learn and grow, with a proactive approach to technical challenges.

  • Experience in a related technical support role or a strong background in software development.

  • Excellent communication and interpersonal skills.

About Kong Inc.

Kong Inc. is a leading technology company focused on providing innovative solutions to improve connectivity and API management. We strive to empower businesses with cutting-edge tools and technologies that enhance their operational efficiency and customer engagement.

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