Strategic Overview
Senior Staff Technical Support Engineer at Kong Inc. is a sales-support opportunity centered on the specialist responsibilities and outcomes described in the employer's listing.
The published role emphasizes work such as Working with top developers from around the world; helping to implement Kong Products and Technologies, including our API Gateway and AI Gateway solutions Collaborate closely with other customer-facing teams, including Education, Technical Account Managers,….
The role is listed for United States with remote working arrangement, giving candidates the practical context needed to assess fit before applying. Relevant signals in the listing include Technical Support, Director.
Key information at a glance
About This Role
Are you ready to unlock intelligence?
If you don’t think you meet all of the criteria below but are still interested in the job, please apply. Nobody checks every box - we’re looking for candidates that are particularly strong in a few areas, and have some interest and capabilities in others.
About the Role:
Key Responsibilities & Objectives
- Working with top developers from around the world; helping to implement Kong Products and Technologies, including our API Gateway and AI Gateway solutions
- 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
- Serve as a trusted advisor to Support leadership by delivering executive summaries, detailed Root Cause Analyses (RCAs), and strategic insights for high-severity escalations
Required Qualifications & Candidate Blueprint
- Operational knowledge of Git/GitHub versioning, change control, and CI/CD workflows
- Ability to utilize AI tools (Claude, Gemini, etc.) to streamline technical workflows and diagnostics
- Ability to drive high-impact technical projects alongside daily support queue management
Salary & Benefits
Published compensation: USD 130,000 – 170,000 / yearly
Full Job Description
The following is the complete job description supplied by the source. We sanitize unsafe markup and remove external links, but do not shorten or rewrite the employer's source content.
Are you ready to unlock intelligence?
If you don’t think you meet all of the criteria below but are still interested in the job, please apply. Nobody checks every box - we’re looking for candidates that are particularly strong in a few areas, and have some interest and capabilities in others.
About the Role:
Join Kong's fast-paced Technical Support Engineering (TSE) team to resolve complex, mission-critical issues across production and pre-production environments. In this role, engineer-to-engineer collaboration drives success as you champion the customer's voice, directly influencing our product and engineering roadmaps. Expect high-impact work, genuine ownership, and the opportunity to build lasting relationships with customers and partners while mastering cutting-edge technologies.
What You’ll Do:
Working with top developers from around the world; helping to implement Kong Products and Technologies, including our API Gateway and AI Gateway solutions
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
Serve as a trusted advisor to Support leadership by delivering executive summaries, detailed Root Cause Analyses (RCAs), and strategic insights for high-severity escalations
Drive key cross-functional projects that improve product stability, operational workflows, and the overall customer experience
What You’ll Bring:
Strong foundation in API management, HTTP protocols, and modern application architectures
Experience implementing secure authentication and authorization flows (e.g., OpenID Connect, OAuth)
Expertise with cloud infrastructure (AWS, Azure, GCP) and container orchestration (Docker, Kubernetes, Serverless)
Operational knowledge of Git/GitHub versioning, change control, and CI/CD workflows
Ability to utilize AI tools (Claude, Gemini, etc.) to streamline technical workflows and diagnostics
8+ years in a high-touch, customer-facing technical role (e.g., Support Engineering, Solutions Architecture, or Technical Account Management)
Proven leadership and escalation management within a technical role
Ability to drive high-impact technical projects alongside daily support queue management
Specialized support expertise tailored to high-value enterprise clients and executive accounts.
#LI-MP1
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
Editor’s Market Perspective (Our Custom Analysis)
Why This Position Matters
This sales-support opening is a useful opportunity for candidates whose experience matches Technical Support, Director. Its strongest career signal is the scope of the work itself — particularly Working with top developers from around the world; helping to implement Kong Products and Technologies, including our API Gateway and AI Gateway solutions — rather than a generic title alone.
Resume & Application Strategy
For the application, mirror the employer's language where it truthfully matches your background: foreground Technical Support, Director, quantify outcomes from comparable work, and place the most relevant experience near the top of the resume. If the listing specifies tools, platforms, leadership scope, or domain experience, use those exact terms in context instead of presenting an unrelated keyword list.
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