Senior Support Engineer

2 months ago

London, United Kingdom Tyk Technologies Full time

The Tyk API Management platform is helping to drive the connected world and power new products and services. We’re changing the way that organisations connect any number of their systems and services. Whether internal, external, public or highly encrypted systems, Tyk helps businesses drive value across the retail, finance, telecoms, healthcare, or media industries (to name just a few)
If you’ve banked online, used an app to check the news, or perhaps even driven a connected car, API’s, and by extension, Tyk, make that possible. Brands using Tyk range from Lotte, Bell, T Mobile, to RBS, Capital One and Vinci. We’ve started by building an API Management platform.
Total flexibility, default remote, radical responsibility
We offer unlimited paid holidays and remote working from anywhere in the world , for everyone, Why? We’re looking for a Senior Support Engineer to help us build on our reputation for great support, dealing with client support tickets, call requests and community forum posts. In this role you can also contribute to product development, helping implement features and contributing to product discussions, from a support perspective.
We are helping our customers solve their critical API Management issues, whether that be through custom integrations, partnership relationships, or simply troubleshooting upgrades with their engineering team.
You will work with engineers from the product team to enhance our offering and convey the clients’ needs, as well as contribute to the product, support documentation and other supporting assets.
Answering complex technical customer tickets and requests, often involving troubleshooting, reading source code and supporting customers over screen shares/calls
Effectively communicate customer support processes to clients
Pick up on incoming technical trends coming through Support tickets
Monitoring, answer and grow our community forum
Acts as a Coach and Mentors to others, in Support and out of Support
Involved in hiring new Support team members
Be able to understand non-Tyk technical components that our clients use (within Support limitations)
Experience providing technical support for a complex product
Experience in a server side programming language, Go would be extremely advantageous
Background in software development and/or solution architecture
General usage of Linux, scripting and related utilities
Experience with client-facing interactions such as video conference calls and in-person meetings
Understanding of common internet technologies, protocols, standards and data format
Everyone has unlimited paid holiday.
Employee share scheme
Generous parental leave
We all share the same vision – we value authenticity, respect, responsibility, independence, honesty, diversity and inclusion and most importantly treating others how you wish to be treated. Tyk is an equal opportunities employer and we are determined to ensure that no applicant or employee receives less favourable treatment on the grounds of gender, age, disability, religion, belief, sexual orientation, marital status, or race, or is disadvantaged by conditions or requirements which cannot be shown to be justifiable.
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