Staff Technical Support Engineer

Job description

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: Kong enables the connectivity layer for the agentic era, with a focus on securely connecting, governing, and monetizing APIs and AI tokens across any model or cloud. As a Staff Technical Support Engineer, you will lead the investigation and resolution of complex customer issues, often in production environments where Kong is part of critical infrastructure. You will help customers understand what is happening, identify practical solutions, and move forward with confidence. You will work closely with customers, teammates, partners, Product, and Engineering on issues involving Kong products, including Kong Konnect, Kong Gateway, AI Gateway, and more. You will take ownership of cases, lead deep technical investigations, handle escalations, and provide feedback that helps improve our products and support experience. This role is ideal for someone who enjoys solving complex technical problems, working with customers in business-critical situations, and helping to raise the quality of the support we provide. What You’ll Do: 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…