Staff Technical Support Engineer

Ovii's Interpretation of the Role

Kong is looking for a senior technical support engineer to lead deep investigations of complex, production‑grade issues on Kong’s API and AI platforms. The role owns high‑impact cases, collaborates across product and engineering, and drives knowledge sharing and process improvement for enterprise customers.

Role Snapshot

• Lead complex technical investigations
• Own high‑impact escalated support cases
• Collaborate with product, engineering, and customers
• Create and maintain knowledge articles
• Mentor and enable fellow support engineers
• Weekend on‑call rotation

Must-Have Requirements

• RESTful APIs
• Docker
• Kubernetes
• HTTP/web architecture
• Code debugging
• Customer communication
• Technical writing
• AI concepts (tokens, prompts, LLMs)
• customer‑facing technical support
• complex issue investigation

Nice-to-Have Signals

• Experience with Kong products
• Kong product experience

Work Setup

• Location: London, United Kingdom
• Work mode: REMOTE
• Remote scope: UNSPECIFIED
• Remote countries: United Kingdom, London, England, United Kingdom
• Employment type: Full-Time

Not Specified in JD

• Visa sponsorship
• Salary range
• Remote eligibility details
• Education requirement
• Certifications
• Relocation
• Travel
• Security clearance
• Coding test
• Portfolio
• GitHub
• Writing sample
• Cover letter

What You'll Likely Work On

• Troubleshoot complex issues with developers, platform teams, and technical leaders worldwide
• Lead investigations using logs, metrics, configuration, code, and customer context
• Own high‑impact and escalated cases, delivering clear communication to technical and business stakeholders
• Produce knowledge‑base articles that extend product documentation
• Mentor peers, conduct case reviews, and drive technical enablement within the support team
• Identify recurring patterns and provide structured feedback to Product and Engineering
• Improve support tooling and processes to raise service quality for enterprise customers
• Participate in weekend on‑call duties

Good Fit If You Have

• Curious and persistent problem‑solver
• Comfortable leading technical conversations in high‑pressure, business‑critical situations
• Prior experience with Kong products is a plus