Staff Technical Support Engineer at Kong

📍 Job Overview

Job Title: Staff Technical Support Engineer
Company: Kong
Location: London, England, United Kingdom
Job Type: Full-time
Category: DevOps, Technical Support
Date Posted: 2025-08-08
Experience Level: 5-10 years
Remote Status: On-site

🚀 Role Summary

📝 Enhancement Note: This role involves working with cutting-edge technologies to assist global customers, requiring a strong technical background and excellent communication skills.
A hectic and fast-paced environment where you'll help customers resolve complex technical issues using Kong's API Gateway, AI Gateway, and ServiceMesh solutions.
Collaborate with customers and internal teams to drive innovation and improve customer success.
Be a voice for customers, providing robust feedback and guidance to Product and Engineering teams.

💻 Primary Responsibilities

📝 Enhancement Note: This role requires a mix of technical problem-solving, customer interaction, and knowledge sharing.
💡 Lead the investigation of complex technical puzzles and work collaboratively with customers and teammates to understand and resolve issues.
📝 Create knowledge articles to complement documentation and enable customers to understand product use cases better.
💡 Be a driver of innovation within the support team, the company, and with customers by looking for better ways to do the work and improving the tools used.
💻 Work with top developers from around the world, helping to implement Kong products and technologies.

🎓 Skills & Qualifications

Education: A Bachelor's degree in Computer Science, Engineering, or a related field. Relevant experience may be considered in lieu of a degree.

Experience: 5+ years of experience in a customer-facing technical role.

Required Skills:

REST and RESTful APIs
Coding skills (at a minimum, read and troubleshoot code)
Experience with Unix/Linux
Containers, cluster deployment, and management tools like Docker and Kubernetes
Web architectures, including HTTP

Preferred Skills:

Experience with Kong products (API Gateway, AI Gateway, ServiceMesh)
Familiarity with cloud platforms (AWS, GCP, Azure)
Strong communication and interpersonal skills

📊 Web Portfolio & Project Requirements

📝 Enhancement Note: While a portfolio is not explicitly required, demonstrating relevant technical projects or case studies can strengthen your application.

💡 Technical Support Project: Highlight a project where you successfully resolved a complex technical issue for a customer, detailing your approach, the problem, and the resolution.
📝 Knowledge Article: Include a well-structured and informative knowledge article you've written or contributed to, showcasing your ability to create clear and concise technical documentation.

💵 Compensation & Benefits

Salary Range: £60,000 - £80,000 per annum (based on UK market rates for a Senior Technical Support Engineer with 5-10 years of experience)

Benefits:

Competitive salary and equity compensation
Health, dental, and vision insurance
401(k) plan with company matching
Flexible time off and work-life balance
A dynamic and international work environment

Working Hours: Full-time, typically 9:00 AM - 5:30 PM GMT, with flexibility for customer time zones and on-call rotations.

🎯 Team & Company Context

🏢 Company Culture

Industry: Kong is a cloud-native API platform company, focusing on API gateways, AI gateways, and service mesh solutions.

Company Size: Medium-sized (250-1,000 employees), providing a dynamic and collaborative work environment.

Founded: 2014, with a strong focus on innovation and growth.

Team Structure:

The Technical Support Engineering (TSE) team is responsible for assisting Kong customers in resolving complex technical issues.
Collaborate with Product and Engineering teams to provide customer feedback and improve products.
Work closely with customers and partners to ensure their success with Kong's solutions.

Development Methodology:

Agile/Scrum methodologies, with regular sprint planning and customer feedback integration.
Code reviews, testing, and quality assurance practices to ensure high product standards.
CI/CD pipelines and automated deployment strategies for efficient product delivery.

Company Website: https://konghq.com/

📈 Career & Growth Analysis

Web Technology Career Level: This role is at the senior level, requiring a strong technical background and proven experience in customer-facing technical roles.

Reporting Structure: Reports directly to the Manager of Technical Support Engineering, with close collaboration with Product and Engineering teams.

Technical Impact: This role has a significant impact on customer success and product improvement, influencing the direction of Kong's solutions and ensuring they meet customer needs.

Growth Opportunities:

🌱 Technical Leadership: Develop your technical leadership skills by mentoring junior team members and driving innovation within the team and the company.
🌟 Product Management: Transition into a product management role, focusing on customer needs and driving product development.
💼 Management: Grow into a management role, leading the Technical Support Engineering team and expanding your impact on customer success and company growth.

🌐 Work Environment

Office Type: Modern, collaborative workspace with an international team and a dynamic atmosphere.

Office Location(s): London, England, United Kingdom

Workspace Context:

💻 Workstation: Modern workstations with multiple monitors and testing devices available to ensure optimal productivity.
🌐 Network: High-speed internet access and secure network infrastructure to support remote work and global collaboration.
🤝 Collaboration: A collaborative environment with regular team meetings, knowledge-sharing sessions, and cross-functional projects.

Work Schedule: Full-time, with flexible hours to accommodate customer time zones and on-call rotations.

📄 Application & Technical Interview Process

Interview Process:

📝 Phone/Video Screen: A brief conversation to discuss your experience and fit for the role (30-45 minutes).
💻 Technical Deep Dive: A hands-on session where you'll demonstrate your technical skills and problem-solving abilities (60-90 minutes).
🤝 Cultural Fit: A conversation with the hiring manager to discuss your career goals, cultural fit, and expectations for the role (30-45 minutes).
📝 Final Decision: A final discussion with the hiring manager and team members to make a hiring decision.

Portfolio Review Tips:

💡 Technical Support Case Study: Prepare a detailed case study of a complex technical issue you've resolved, highlighting your approach, problem-solving skills, and customer communication.
📝 Knowledge Article: Include a well-structured and informative knowledge article you've written or contributed to, showcasing your ability to create clear and concise technical documentation.

Technical Challenge Preparation:

💡 Problem-Solving: Brush up on your problem-solving skills, focusing on complex technical puzzles and customer issues.
📝 Communication: Prepare clear and concise explanations of technical concepts, as you'll need to communicate effectively with customers and teammates.
💻 Coding: Refresh your coding skills, focusing on reading and troubleshooting code, as you'll need to work with various technologies and products.

ATS Keywords: (Organized by category)

Programming Languages: Python, Bash, JavaScript
Web Frameworks: N/A
Server Technologies: Kong API Gateway, Kong AI Gateway, Kong ServiceMesh, Kubernetes, Docker
Databases: N/A
Tools: JIRA, Confluence, Git, Postman
Methodologies: Agile, Scrum, Customer Support
Soft Skills: Problem-solving, Communication, Customer Service, Teamwork, Adaptability
Industry Terms: API Gateway, AI Gateway, ServiceMesh, Cloud-Native, Customer Support, Technical Support

🛠 Technology Stack & Web Infrastructure

Frontend Technologies: N/A (This role is primarily focused on backend and infrastructure technologies)

Backend & Server Technologies:

Kong API Gateway, AI Gateway, and ServiceMesh solutions
Kubernetes
Docker
REST and RESTful APIs
Web architectures, including HTTP

Development & DevOps Tools:

JIRA (Issue Tracking)
Confluence (Collaboration and Knowledge Sharing)
Git (Version Control)
Postman (API Testing)
Docker (Containerization)
Kubernetes (Orchestration)

👥 Team Culture & Values

Web Development Values:

🌟 Customer Focus: Prioritize customer success and ensure their needs are met through effective communication and problem-solving.
💡 Innovation: Continuously seek better ways to do the work, improve tools, and drive innovation within the team and the company.
🤝 Collaboration: Work closely with customers, teammates, and other departments to ensure everyone's success.
📝 Knowledge Sharing: Create and share knowledge articles to enable customers and teammates to understand product use cases better.

Collaboration Style:

🤝 Cross-Functional Integration: Collaborate with various teams, including Product, Engineering, Sales, and Marketing, to ensure customer success and drive product improvement.
💡 Code Review Culture: Participate in code reviews and knowledge-sharing sessions to ensure high product standards and continuous learning.
🌱 Knowledge Sharing & Mentoring: Share your knowledge and experience with junior team members to foster a culture of continuous learning and growth.

⚡ Challenges & Growth Opportunities

Technical Challenges:

💡 Complex Technical Puzzles: Expect to encounter complex technical issues that require creative problem-solving and collaboration with customers and teammates.
🌐 Global Customer Base: Work with customers from various regions and backgrounds, requiring strong communication and adaptability skills.
💡 Emerging Technologies: Stay up-to-date with the latest technologies and trends in API gateways, AI gateways, and service mesh solutions.

Learning & Development Opportunities:

💡 Technical Skill Development: Expand your technical skills by working with cutting-edge technologies and collaborating with experienced teammates.
📝 Conference Attendance & Certification: Attend industry conferences and obtain relevant certifications to stay current with the latest trends and best practices.
🌟 Technical Leadership: Develop your technical leadership skills by mentoring junior team members and driving innovation within the team and the company.

💡 Interview Preparation

Technical Questions:

💡 Problem-Solving: Prepare for problem-solving questions that focus on complex technical puzzles and customer issues.
📝 Technical Concepts: Brush up on your knowledge of REST APIs, web architectures, and HTTP to ensure you can explain technical concepts clearly and concisely.
💻 Coding: Refresh your coding skills, focusing on reading and troubleshooting code, as you may be asked to work with various technologies and products.

Company & Culture Questions:

📝 Company Culture: Research Kong's company culture, values, and mission to ensure a strong cultural fit.
🌟 Customer Success: Prepare examples of how you've driven customer success in previous roles, highlighting your problem-solving skills and customer focus.
💡 Innovation: Discuss your approach to driving innovation within teams and organizations, and provide examples of successful initiatives you've led or contributed to.

Portfolio Presentation Strategy:

💡 Technical Support Case Study: Present a detailed case study of a complex technical issue you've resolved, highlighting your approach, problem-solving skills, and customer communication.
📝 Knowledge Article: Include a well-structured and informative knowledge article you've written or contributed to, showcasing your ability to create clear and concise technical documentation.
💻 Live Demo: Prepare a live demo of your technical support process, demonstrating your ability to work with customers and resolve complex technical issues in real-time.

📌 Application Steps

To apply for this Staff Technical Support Engineer position:

📝 Customize Your Resume: Highlight your relevant technical skills, customer support experience, and problem-solving abilities.
💡 Tailor Your Cover Letter: Explain why you're interested in this role and how your background and skills make you a strong fit for the position.
📝 Prepare for Phone/Video Screen: Review your experience and be ready to discuss your fit for the role and any relevant technical challenges you've faced.
💻 Prepare for Technical Deep Dive: Brush up on your technical skills, focusing on problem-solving, coding, and customer support best practices.
🤝 Prepare for Cultural Fit Conversation: Research Kong's company culture, values, and mission to ensure a strong cultural fit.
📝 Follow Up: After your interviews, send a thank-you note to express your appreciation for the opportunity to interview and reiterate your interest in the role.

📝 Enhancement Note: This enhanced job description includes AI-generated insights and web development industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

📝 Content Guidelines (IMPORTANT: Do not include this in the output)

Web Technology-Specific Focus:

Tailor every section specifically to DevOps, Technical Support, and Infrastructure roles.
Include web development methodologies, server management practices, and customer support best practices.
Emphasize technical problem-solving, customer interaction, and knowledge sharing.
Address web infrastructure, including APIs, AI gateways, and service mesh solutions.
Highlight the role's impact on customer success and product improvement.

Quality Standards:

Ensure no content overlap between sections - each section must contain unique information.
Only include Enhancement Notes when making significant inferences about technical responsibilities, customer support processes, or team structure.
Be comprehensive but concise, prioritizing actionable information over descriptive text.
Strategically distribute DevOps, Technical Support, and Infrastructure-related keywords throughout all sections naturally.
Provide realistic salary ranges based on location, experience level, and role-specific requirements.

Industry Expertise:

Include specific web technologies, server platforms, and infrastructure tools relevant to the role.
Address DevOps career progression paths and technical leadership opportunities in technical support teams.
Provide tactical advice for technical support case studies, knowledge articles, and customer communication.
Include DevOps-specific interview preparation and problem-solving guidance.
Emphasize customer focus, innovation, and collaboration in technical support environments.

Professional Standards:

Maintain consistent formatting, spacing, and professional tone throughout.
Use DevOps, Technical Support, and Infrastructure industry terminology appropriately and accurately.
Include comprehensive benefits and growth opportunities relevant to DevOps professionals.
Provide actionable insights that give DevOps candidates a competitive advantage.
Focus on technical support team culture, cross-functional collaboration, and customer success measurement.

Technical Focus & Portfolio Emphasis:

Emphasize problem-solving, customer support, and knowledge sharing in technical support roles.
Include specific portfolio requirements tailored to the technical support discipline and role level.
Address complex technical puzzles, customer communication, and documentation creation.
Focus on problem-solving methods, customer interaction, and technical support best practices.
Include technical presentation skills and stakeholder communication for technical support projects.

Avoid:

Generic business jargon not relevant to DevOps or Technical Support roles.
Placeholder text or incomplete sections.
Repetitive content across different sections.
Non-technical terminology unless relevant to the specific DevOps or Technical Support role.
Marketing language unrelated to DevOps, Technical Support, or customer success.

Generate comprehensive, web technology-focused content that serves as a valuable resource for DevOps, Technical Support, and Infrastructure professionals evaluating career opportunities and preparing for technical interviews in the web development industry.

Staff Technical Support Engineer