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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in troubleshooting complex technical issues, particularly with REST and RESTful APIs, while effectively communicating with both technical and business stakeholders. Proven ability to mentor peers and drive improvements in support processes and tools.
Highest-signal resume keywords
Customer-Facing Technical ExperienceREST And RESTful APIsDocker And KubernetesWeb Architectures Including HTTPTechnical Communication Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
TroubleshootingCoding SkillsUnderstanding Of Logs And MetricsTechnical InvestigationKnowledge Article CreationAI ConceptsRoot Cause AnalysisConfiguration Management
Soft Skills
CuriosityPersistenceRelationship BuildingClear Communication
Tools & Technologies
Kong ProductsDockerKubernetes
Industry Keywords
Technical SupportEnterprise CustomersSupport Engineering
Tech Stack
Tools & technologiesDockerKubernetes
About the role
Key responsibilities & impact- Working with developers, platform teams, and technical leaders worldwide to troubleshoot complex issues and help them get the most out of Kong products and technologies.
- Leading technical investigations using logs, metrics, configuration, code, and customer context to understand the problem and drive it towards resolution.
- Collaborating with customers, teammates, Product, and Engineering to diagnose difficult issues, identify root causes, and recommend practical next steps.
- Taking ownership of high-impact and escalated support cases, ensuring communication is clear, timely, and appropriate for both technical and business stakeholders.
- Creating knowledge articles that complement our documentation and help customers better understand product behaviour, troubleshooting approaches, and real-world use cases.
- Sharing knowledge with other support engineers through mentoring, case reviews, technical enablement, and support-led documentation.
- Driving improvement within the support team by finding better ways to work, improving the tools we use, and raising the bar on the service we deliver to enterprise customers.
- Providing structured feedback to Product and Engineering based on customer issues, recurring support patterns, product gaps, and operational challenges seen in the field.
Requirements
What you’ll need- 5+ years of experience in a customer-facing technical role.
- Strong understanding of REST and RESTful APIs.
- Coding skills, with the ability to at least read, understand, and troubleshoot code.
- Highly experienced with containers, cluster deployment, and management tools such as Docker and Kubernetes.
- Strong understanding of web architectures, including HTTP.
- Basic proficiency in AI concepts, including tokens, prompts, and LLMs.
- You are curious, persistent, and comfortable digging into complex technical issues to understand what is happening and find a practical path forward.
- You can build strong relationships with teammates, customers, and global partners.
- You are comfortable leading technical conversations with customers, including during high-pressure or business-critical situations.
- You can explain complex technical issues clearly, both in writing and in live customer conversations.
Benefits
Comp & perks- Weekend on-call duties