Senior Customer Success Engineer

Who are Tyk, and what do we do?
The Tyk API Management platform is helping to drive the connected world and power new products and services. We’re changing the way that organisations connect any number of their systems and services. Whether internal, external, public or highly encrypted systems, Tyk helps businesses drive value across the retail, finance, telecoms, healthcare, or media industries (to name just a few!) 

If you’ve banked online, used an app to check the news, or perhaps even driven a connected car, API’s, and by extension, Tyk, make that possible. Founded in 2015 with offices in London - UK, London - Ontario, Atlanta and Singapore, we have many thousands of users of our B2B platform across the globe. Brands using Tyk range from Lotte, Bell, T Mobile, to RBS, Capital One and Vinci. We have a varied user base hailing from every continent – even Antarctica.

Our Mission

Tyk is on a mission to connect every system in the world. We’ve started by building an API Management platform.

Total flexibility, default remote, radical responsibility

We offer unlimited paid holidays and remote working from anywhere in the world, for everyone, Why? Tyk was founded on the principle of offering flexibility and autonomy to our employees, we believe this allows our employees to achieve their best results. It also means we can build the best possible team, location and working hours are no barrier. 

If this sounds like an environment that you believe could work for you then read on to find out more.

The role:

At Tyk, our Customer Support is more than just good — it’s elite. We’ve been called “too fast” by clients because we don’t just respond — we solve. Our engineers are knowledgeable, fast, and effective, providing direct, high-quality support without the usual “first-line” delays.

Customer Success at Tyk isn’t just about fixing problems — it’s about building relationships and delivering value. This role is pivotal in building customer stickiness, improving our processes to deliver better customer experiences, and helping our customers optimise their product experience via expert help. 

We're looking for an exceptional Senior Customer Success Engineer to lead a regional team and drive world-class post-sales customer experience. You will have a laser focus on delivering the best post sales customer experience possible. You will build on our reputation for great support, dealing with client support tickets, call requests and community forum posts. In this role you can also contribute to product development, helping implement features and contributing to product discussions, from a support perspective.

You will also educate customers on how the product should work, advocate for their needs within Tyk, and refer tricky customer requests to our professional services arm to ensure expert help for complex APIM challenges. 

We are helping our customers solve their critical API Management issues, whether that be through custom integrations, partnership relationships, or simply troubleshooting upgrades with their engineering team.

Here’s what you’ll be getting up to:

• Leading the task management for a regional cohort of success engineers, acting as an escalation point
• Developing your regional cohort via pairing on complex issues to build knowledge across your cohort 
• Answering complex technical customer tickets and requests, often involving troubleshooting, reading source code and supporting customers over screen shares/calls
• Validating and advocating customer bug reports and feature requests
• Understanding Tyks policy positions on various elements, be it FIPS packaging or long term support policy, so that customers are offered accurate information at all times
• Developing deep understanding of our customer SLA packages and operating within them at all times, driving effective escalation when needed
• Being an active lead in the service review process, constantly reviewing and iterating how we do this to optimise the experience
• Hand holding customers through educational requests, helping customers to achieve their aims via deep product knowledge
• Assessing the ticket queue, using data insights and AI to spot trends, and eradicating issues at source
• Recognising when the customer challenge needs to directed outside of the team to someone who can offer the desired service, and doing so with exceptional communication clarity
• Building deep and empathetic relationships with other teams in Tyk (Product, SRE etc) so that we can constantly improve our post sales customer experience
• Own and manage severity issues for customers
• Effectively communicate customer support processes to clients
• Contribute to client facing documentation and Knowledge Base Articles
• Contribute to internal Debugging Series and/or technical guides
• Pick up on incoming technical trends coming through Support tickets
• Build relationships with existing clients to better understand how they’re using Tyk
• Monitoring, answer and grow our community forum
• Advocating for the customer at Tyk
• Acts as a Coach and Mentors to others, in Support and out of Support
• Involved in hiring and training new Support team members
• Fully understand different environments and technical components of Tyk
• Be able to understand non-Tyk technical components that our clients use (within Support limitations)
• Participate in rotational weekend shifts to provide continuous support coverage for our global customer base

Here’s what we’re looking for:

• Experience providing technical support for a complex product
• Experience working collaboratively with core engineering teams
• Experience with REST calls
• Enthusiasm for dealing directly with clients
• Experience in a server side programming language, Go would be extremely advantageous
• Background in software development and/or solution architecture
• General usage of Linux, scripting and related utilities
• General usage of containers; Kubernetes and Docker
• Client-facing activities such as video conference calls and in-person meetings
• Understanding of common internet technologies, protocols, standards and data formats
• Solid experience in backend engineering and/or solution architecture for complex systems.
• Experience with software engineering best practices (e.g. unit testing, code reviews, design documentation)
• Know the Network stack
• In-depth knowledge and understanding of the following databases: Redis, MongoDB, PostgreSQL: able to read database logs, query databases and make changes to database
• Possess expert level debugging skills

Here’s why you should join us:

• Everyone has unlimited paid holidays. 
• We have total flexibility in hours, as we believe creativity flows better when our people are given freedom to decide when they are most productive. Everyone is unique after all.
• Employee share scheme
• Generous maternity and paternity leave
• Volunteering Days
• Company retreats
• Employee Wellbeing platform

We all share the same vision - we value authenticity, respect, responsibility, independence, honesty, diversity and inclusion and most importantly treating others how you wish to be treated. We look for like-minded people who bring their personalities to work everyday, strive to achieve their personal goals and who are willing to challenge the way we do things, why? - to make what we do even better!

Our values tell the story of Tyk - here’s how:

• It’s ok to screw up! 

We’ve found that it’s often the ‘stupid’ or unexpected ideas that turn out to be the successful ones - so try it, at least we can say we have!

• The only stupid idea, is the untested one! 

It’s in our DNA - starting a business with founders 12 hours apart, giving our gateway away for free - sure, we did that, and we’d do it again!

• Trust starts with you - make it count! 

Trust is a two-way street - instil it from day one!

• Assume best intent! 

We have each other’s back - we’re all on the same team. Think before you speak or act. 

• Make things better! 

Always try to leave things better than when you found them - change is constant, inevitable and embraced! Be that change we want to see.

What’s it like to work here?! check it out: https://tyk.io/worklife/

Tyk is an equal opportunities employer and we are determined to ensure that no applicant or employee receives less favourable treatment on the grounds of gender, age, disability, religion, belief, sexual orientation, marital status, or race, or is disadvantaged by conditions or requirements which cannot be shown to be justifiable.

You can see more about us here https://tyk.io