Principal Support Engineer

Serve as a trusted, senior post-sales contact for high-value customers, ensuring a seamless and proactive support experience.

Champion initiatives that improve the customer journey, including better routing, issue ownership, and self-service capabilities.

Take an active leadership role, ensuring timely and technically accurate responses.

Advocate for the voice of the customer in internal planning, identifying feature needs or systemic weaknesses from real-world usage.

Lead root cause analysis (RCA) and post-mortems for major incidents from a customer success position, ensuring long-term resolution and process adaptation.

Drive ticket volume reduction by identifying recurring pain points and proposing durable solutions at a platform or documentation level.

Play a critical role in evolving support strategy to scale as Tyk grows, influencing structure, tooling, and hiring decisions.

Extensive experience in technical support or success engineering roles, with proven leadership in complex escalations and systemic improvements.

Strong background in dealing with large Enterprise customers.

Strong background in an API / APIM driven environment.

Someone who isn’t afraid to get their hands dirty in new technologies. A great senior engineer not only knows the Tyk component/technologies but they often will have to know and set up other technologies that the customer uses, i.e kubernetes, docker, databases, SSO/IDPs etc

Strong debugging skills—able to read source code and diagnose issues in distributed systems.

Exceptional communication skills, both written and verbal, across technical and non-technical stakeholders.

Demonstrated ability to lead without authority, influencing product, engineering, and customer success peers.

Passion for operational excellence, automation, and scalable support strategies.

A growth mindset—you lead with curiosity, humility, and a desire to continuously improve yourself and those around you.

Comfort working with different region customers, with willingness to participate in rotational on-call shifts (including weekends).