Leading the investigation of complex technical puzzles and working collaboratively to understand and resolve customer issues via live troubleshooting calls and emails in an enterprise environment
Creating knowledge articles to compliment our documentation and enable customers to better understand product use cases
Work closely with engineering and product by providing real-time feedback about product performance and customer needs
Collaborate closely with other customer-facing teams, including Education, Technical Account Managers, CSMs, and PS for customer issues
Participate in bringing innovation within the support team, the company, and our customers by looking for better ways to do the work we do, improve the tools we use, and improve the way we raise the bar on the service we deliver to our Global 5000 customers
Provide technical mentorship to other team members and participate in any ad hoc projects
What You'll Bring
You are a voracious learner who loves to dig into technical mysteries and has the creativity to solve complex technical problems
You can build relationships with like-minded teammates, smart customers, and global partners
Share a growth mindset, learn and adapt quickly
Some of the skills that you will regularly use include
REST and RESTful APIs
Coding skills (at a minimum, read and troubleshoot code)
Cloud technologies, containers, cluster deployment, and management tools like Docker, Docker Swarm, Kubernetes, and others
You know your way around web architectures, including HTTP
3+ years of experience in a customer-facing technical role
Bonus Points
Familiarity with DNS, Linux/Unix-type systems, and/or databases
- GoLang and/or Lua experience
- Experience with scripting languages such as Perl, Ruby, and Shell
#LI-PC1
About Kong
Kong Inc., the AI Connectivity Company, is building the connectivity layer of AI. Trusted by the Fortune 500® and AI-native startups alike, Kong’s unified API and AI platform enables organizations to secure, manage, accelerate, govern, and monetize the flow of intelligence across APIs and AI traffic — on any model, any cloud. For more information, visit www.konghq.com http://www.konghq.com.
