Customer Success Engineer (AMER)

Join Tyk, a leading API Management platform, as a Customer Success Pod Lead. In this strategic and technical leadership role, you will drive proactive customer engagement, mentor Customer Success Engineers, and collaborate with Engineering, Product, and Account Management. You will also shape team processes, lead complex technical investigations, build trusted relationships with key Enterprise customers, and drive continuous improvement. Enjoy benefits such as unlimited paid holidays, fully remote work, flexible hours, and more.

Lead complex, high-priority customer engagements, mentor Customer Success Engineers, and partner with Engineering, Product, and Account Management to turn customer feedback into real improvements.

Responsibilities

• Shape how the team works day to day - building processes that scale, and championing AI adoption to speed up debugging, share knowledge, and cut out repetitive work.
• Build trusted, senior-level relationships with key Enterprise customers, partnering with Account Management to catch risk early and championing improvements to the customer journey.
• Experience deploying and troubleshooting on-premise environments and a solid background with large Enterprise customers, ideally including API/API Management (gateways, authentication, networking, distributed architectures)

Requirements

• Extensive experience in Technical Support, Customer Success Engineering, or a similar customer-facing technical role, with a track record leading complex escalations and driving systemic improvements
• Demonstrated ability to lead without authority, and a growth mindset: curious, humble, and always looking to improve yourself and the people around you
• Strong Docker and Kubernetes knowledge is essential. A large share of our customer environments are containerized, and many investigations involve debugging Kubernetes deployments, networking, and scaling
• Comfortable getting hands-on with unfamiliar technologies - Redis, MongoDB, SQL databases, load balancers, proxies, SSO, OAuth/OIDC, and Identity Providers
• Comfortable working with customers across regions, with willingness to take part in rotational on-call (including weekends), and to contribute code and documentation changes directly
• Sharp debugging instincts and excellent communication - you can move from symptom to root cause and explain it clearly to both customers and internal teams
• A strong, hands-on engineering mindset - comfortable reproducing issues, digging through logs and config, reading source code, and diagnosing problems across distributed systems