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

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.

Proactively oversee the Zendesk queue, making sure SLAs are met and stepping in on critical escalations. Act as an escalation point for systemic issues, leading incident resolution. Escalations come to you before going to Product. Work with Senior and Principal engineers across regions to resolve recurring support workflow challenges. Guide triage practices so issues are isolated quickly and accurately across the team.

Coach and mentor Customer Success Engineers in your region on technical depth, customer engagement, ownership and handling complex situations independently. Set a high standard for technical quality, communication, accountability and customer ownership. Flag capability gaps to Customer Success leadership and help close them through training, documentation and hiring input. Support engineers through complex cases while building their confidence to lead them independently.

Foster a culture of learning, knowledge sharing, collaboration and constructive feedback.

Build trusted relationships with key Enterprise customers through regular account syncs, acting as their senior technical partner. Lead onboardings and regular syncs for Enterprise customers, whose complex environments need senior-level judgement. Onboardings are completed to the checklist. Partner with Account Management to spot customer risk, recurring pain points and opportunities before they become escalations. Help improve proactive engagement processes, so the team builds relationships rather than only answering tickets.

Lead deep technical investigations, including complex debugging and source code analysis. Innersourcing is strongly encouraged: contribute bug fixes, small features or workarounds to the product to unblock customers, and help other engineers do the same. Build and adopt tools, automation and AI to reduce response and resolution time. Maintain ticket quality, so Product receives actionable, high-quality submissions. Anticipate platform-wide issues and prevent them through architecture awareness.

Keep critical knowledge documented: the Zendesk knowledge base, debugging guides and external documentation.

Meet…