Location
Central London

Hours
Full Time

Salary
Competitive salary

About the Role
The Principal Support Engineer at Tyk Technologies plays a strategic and technical leadership role within the Customer Success organization. This position goes beyond reactive support, acting as a cross-functional enabler responsible for driving technical excellence, leading high-priority escalations, mentoring engineers, and shaping the future of post-sales support. You will collaborate closely with Engineering, Account Management, and Product teams to improve platform stability, customer satisfaction, and scalability of support operations. As the go-to expert for complex technical and strategic challenges, you will oversee escalation management, lead deep technical investigations, and contribute to continuous improvement initiatives.

Tyk is a global API Management platform company founded in 2015 with offices in London (UK), London (Ontario), Atlanta, and Singapore. Our platform powers diverse industries including retail, finance, telecoms, healthcare, and media, supporting thousands of users worldwide. We offer unlimited paid holidays and remote working from anywhere in the world, emphasizing flexibility, autonomy, and radical responsibility to enable employees to achieve their best results.

Key Responsibilities
- Proactively manage Zendesk queue and ensure SLAs are met
- Lead critical, high-impact escalations and incident resolution
- Collaborate with Pod Leads to resolve recurring support challenges
- Guide triage practices for fast and accurate issue isolation
- Conduct deep technical investigations including debugging and source code analysis
- Identify and implement process improvements, automation, and AI tools
- Maintain high ticket quality and contribute bug fixes or workarounds
- Document and share critical knowledge through Zendesk knowledge base and external documentation
- Participate in on-call rotation to maintain 24/7 global support
- Own high-severity incidents and critical customer escalations
- Review team metrics and help set goals for continuous improvement
- Partner with Product and Engineering to drive product changes based on support data
- Represent Customer Success Engineering in company-wide strategic initiatives
- Support evolution of internal support policies
- Serve as a trusted senior post-sales contact for high-value customers
- Champion initiatives to improve customer journey and self-service capabilities
- Lead root cause analysis and post-mortems for major incidents
- Drive ticket volume reduction through durable solutions
- Influence support strategy, tooling, and hiring decisions as Tyk grows

Experience
- Extensive experience in technical support or success engineering roles with leadership in complex escalations and systemic improvements
- Strong background working with large Enterprise customers
- Experience in API / API Management driven environments
- Proficient with technologies such as Kubernetes, Docker, databases, SSO/IDPs
- Strong debugging skills including source code reading and diagnosing distributed systems
- Proven ability to lead without authority and influence cross-functional teams
- Comfortable working with customers across different regions and participating in rotational on-call shifts including weekends

About You
- Hands-on senior engineer with curiosity and willingness to work with new technologies
- Exceptional communication skills, able to engage technical and non-technical stakeholders
- Passionate about operational excellence, automation, and scalable support strategies
- Growth mindset with humility and desire for continuous self and team improvement

Qualifications
- Relevant technical background and experience in support engineering roles
- Demonstrated leadership and strategic thinking in customer success or support environments