Principal Support Engineer

About Tyk

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. Founded in 2015 with offices in London, Ontario, Atlanta and Singapore, we have many thousands of users worldwide. Brands using Tyk include Lotte, Bell, T‑Mobile, RBS, Capital One and Vinci.

Tyk is on a mission to connect every system in the world, starting with an API Management platform.

As a Principal Support Engineer at Tyk, you’ll serve as a strategic and technical leader within the Customer Success organization. This role goes beyond reactive support—you’re a cross‑functional enabler, responsible for driving technical excellence, leading high‑priority escalations, mentoring engineers, and shaping the future of post‑sales support.

You’ll work closely with Engineering, Account Management, and Product teams to improve platform stability, customer satisfaction, and the scalability of our support operations.

• Strategic Leadership & Escalation Management
  • Proactively oversee the Zendesk queue, ensuring SLAs are consistently met and stepping in on critical, high‑impact escalations.
  • Act as a point of escalation for systemic issues, leading incident resolution and partnering with cross‑functional teams.
  • Work with Pod Leads to identify and resolve recurring support workflow challenges.
  • Guide triage practices to ensure fast, accurate issue isolation across the team.
• Technical Excellence & Innovation
  • Lead deep technical investigations, including complex debugging and source code analysis.
  • Identify and implement process improvements, automation, and AI tools to improve operational efficiency and reduce response/resolution time.
  • Maintain ticket quality across the board, ensuring product teams receive actionable, high‑quality submissions.
  • Contribute bug fixes, tooling, or workarounds to the codebase to unblock customers.
  • Anticipate platform‑wide issues and proactively work to prevent them through architecture awareness and preventive strategies.
  • Ensure critical knowledge is documented and shared, maintaining a robust Zendesk knowledge base, debugging guides, and external documentation.
• Operational & Cross‑Team Collaboration
  • Adhere to escalation SLAs and act as a key player in the on‑call rotation to maintain 24/7 global support.
  • Take ownership of high‑severity incidents and critical customer escalations.